Customer Success Manager | 100% Remote | AI-First

100% Remote | Full-Time

Work from anywhere. Own an entire department. Build it AI-first, from scratch.

Most support leaders spend their days answering the same question for the hundredth time. We’re looking for someone who would rather build the system that makes that question disappear, and who wants the freedom and ownership to do it.

About Renesia

Renesia is a premium hair-wellness supplement brand helping women 40+ feel like themselves again. We sell to the US on a subscription model and we’re growing fast. Behind the brand is a lean, international team with years of D2C experience and more than a million customer tickets handled across our brands.

Now we’re building customer support for Renesia from the ground up, the modern way: AI-first, systems over copy-paste. We want you to lead it.

Why this role is different

• Real ownership: you run the department and work directly with the founder. No layers of approval, no red tape.

• A blank canvas: no legacy mess to inherit. You design the processes, the playbooks and the AI workflows.

• The best tools: you get access to our internal AI server, connected to our store, subscription and support data, plus a modern AI-native helpdesk.

• Your impact is visible: every system you build shows up in the numbers within weeks.

• Pay that reflects your value: exceptional people are paid accordingly.

What you’ll own

• Leading and scaling the support team across email, chat and phone

• Turning every recurring question into a template, automation or AI workflow

• Running the full dispute and chargeback lifecycle across multiple payment providers

• Protecting subscriptions: optimising the cancellation flow, reducing churn and growing customer lifetime value

• Tracking KPIs and reporting weekly results

You’ll thrive here if you have

• Proven leadership and systems thinking: you build processes, set KPIs and hold people accountable

• An AI-first mindset: you already use AI to work faster and smarter

• Experience with disputes and chargebacks: reason codes, evidence and prevention

• Subscription and retention know-how: churn, save flows and repeat purchases

• 3+ years in customer support leadership, ideally at a D2C or subscription brand

• Excellent written and spoken English

Tool experience transfers. If you know Zendesk, Gorgias, Loop or Skio, you’ll feel at home quickly.

What you get

• 100% remote, working from wherever suits you

• Full-time, 37.5–40 hours a week

• A fast-growing brand and a seat at the table from day one

This isn’t for you if you prefer working through a queue over fixing why it exists, or you wait for instructions instead of taking ownership.

Location: remote. We’re looking for candidates in Europe to Asia time zones, with some overlap with US hours.