Head of Customer Support

Customer Support Lead | Fast-Growing DTC Cosmetics Brand

About Us: We’re a fast-growing direct-to-consumer cosmetics brand focused on high-quality products and exceptional customer experience. As we scale, we’re building the foundations of a strong, scalable customer support function.

The Role: We’re looking for an experienced Customer Support Lead to own and build customer support operations from scratch. You’ll be the primary point of contact for customers while setting up the processes, tools, and standards that will support future growth.

The role starts part-time (20 hours / week) for the first 1–3 months, then transitions to full-time (40 hours / week), with a clear path into a managerial role as the team expands.

Key Responsibilities
- Own all customer support tickets with clarity, empathy, and professionalism
- Build and optimize support workflows, tools, FAQs, and macros
- Moderate Facebook and social comments to protect brand voice and community standards
- Identify recurring issues and drive product or process improvements
- Prepare the foundation for scaling and managing a future support team

What We’re Looking For
- Strong written English and customer-first communication
- Proven experience in customer support, e-commerce, or similar roles
- Comfortable taking full ownership and working independently
- Experience with support tools (Gorgias, Zendesk, or similar)
- Ambition to grow into a leadership role

Why Join
- High-ownership role at a fast-growing DTC cosmetics brand
- Real influence over how support is built and scaled
- Long-term growth opportunity

How to Apply

Send:
- A short introduction and relevant experience
- Why you’re excited about this role
- Answer these 2 trial questions: ----------

Looking forward to hearing from you!