Head of Customer Support

We’re hiring a Head of Customer Support to lead and scale a lean customer service team into a high-performance function. This role is ideal for someone with strong operational instincts, experience building CS systems from the ground up, and the leadership to align people, tools, and KPIs.
You’ll take ownership of daily operations, design internal processes, implement reporting, and work cross-functionally to improve the customer journey from post-purchase through returns and resolution. If you thrive in fast-moving environments, take pride in clean systems, and know how to build accountability — this role is for you.

Key Responsibilities:
- Team Management & Operations
Lead and manage 3 CS Agents
Implement SOPs, escalation paths, and QA programs to ensure consistency and accountability.
Foster a culture of ownership, efficiency, and responsiveness.
- Systems & Platform Ownership
Take full ownership of our Zendesk (or equivalent) environment — structure workflows, configure SLAs/macros, and develop reporting dashboards.
If familiar with LoopReturns, great — otherwise, be prepared to quickly onboard and own its setup and management.
Use Notion as a central hub for CS documentation, SOPs, and team resources.
- Performance & Reporting
Define and monitor KPIs such as CSAT, response time, resolution time, and backlog volume.
Set up reporting cadences to share insights with leadership and drive decision-making.
- Customer Experience
Identify patterns in customer issues to recommend improvements to product, policy, or fulfillment.

Qualifications
3+ years of CX experience preferably in ecommerce, SaaS, or D2C.
Advanced knowledge of Zendesk or another major CX platform.
Experience building internal CS systems, workflows, and SOPs.
Familiarity with LoopReturns or a willingness to learn and implement it.
Working knowledge of Notion for knowledge base or team collaboration.
Strong leadership, communication, and process design skills.

Bonus Experience
Previously owned or helped scale CS functions at an early-stage company.
Background in fulfillment, logistics, or returns handling.
Familiarity with CX tools like Gorgias, Kustomer, Help Scout, Intercom, or similar.

What You'll Get
Competitive salary
Remote flexibility
A high-impact leadership role with autonomy
Opportunity to design and lead a foundational team during a growth phase