Head of Customer Support

📍 Remote | Full-Time | $90K–$110K USD Base + Performance Bonuses + Equity Path

Honest opening: we have no clue about support. Zero.

We know how to scale ads. We know product. We know how to build a brand.

But neither of us has ever run a support engine at scale — and we're heading toward 1,000+ inbound emails a day.

That's exactly your opportunity.

We're not hiring someone to execute our playbook — there isn't one. We're hiring the person who owns the entire support side of this business: builds it, staffs it, runs it.

A skill set none of us has and none of us could ever replace.

That's why this seat carries equity. We're building toward a $100M exit, and the people who own the most important parts of the business — with skills we can't do ourselves — earn a piece of it.

If you want to own your own team, your own systems, and your own results — instead of managing someone else's — keep reading.

Who You're Working With

We're KY (Creative Director & Head of Performance) and Leo (Operations & Backend), the two founders of PureStream — a cat fountain brand.

The vision: a $100M+ exit. The data behind it: we scaled from $0 to a $1.5M run rate in 2 months, hitting $130K days — founders writing the ads ourselves. Then we shut down for a month, on purpose, to rebuild the backend so the brand can go the distance.

Q4 target: $300–500K days.

Want to know more about us and the opportunity before you apply? Watch our podcast with Spencer: https://youtu.be/I8i7zeVHJiw — how we think, how we talk, what you'd be investing your career into.

Now — the role.

The Role: What You Own

Where we are today: CommSlayer, 2 support reps, no tracking, no real SOPs. Volume heading to 1,000+ emails a day. The structure needs to stand within a month.

The engine. You build the entire support system from zero: SOPs, templates, playbooks, escalation paths. Tooling is fully your call — we have zero attachment to our stack.

Whatever you've run support on at scale, we switch. You decide, Leo approves the spend, you execute.

Your team. You train everyone to one standard: genuinely caring about the customer's outcome.

The numbers. Two North Stars: Time to Resolution and CSAT. Nothing is tracked today — building the tracking is your first project. First 30 days set the baseline; targets get set off the baseline, together, in writing. Refund authority up to 100%, no asking.

The feedback loop. You're the ear of the company: recurring complaints and customer language go to marketing and product every week — real customer words become ads, real problems get fixed at the source. Weekly call with Leo sets direction; you and your team execute.

Who We're Looking For

• You've led or built support at an 8-figure US eCommerce brand — you know what 500–1,000+ tickets a day feels like.
• You've built support systems from scratch — SOPs, macros, QA, escalation logic — not inherited someone else's.
• You've hired, trained, and managed your own reps.
• You've owned and moved the metrics: CSAT, resolution time, first response.
• Native-level English.
• And above all: you want the whole thing on your shoulders. Your team, your systems, your outcomes.

Not for you if: you need a boss who knows support better than you (ours knows nothing), you want to stay in the inbox forever, you don't enjoy developing people, or you need big-company budget — we spend focused, not unlimited, until we've grown into next year's company.

The Offer

• Base: $90K–$110K USD/year — where you land depends on what you prove.
• Performance bonuses tied to the metrics you build — set together off your 30-day baseline, in writing.
• Equity as we grow — one of the leading seats in the company. Build the engine, prove it runs without us, and the conversation is real.
• Remote & flexible — 40h/week, you own your schedule.
• Outside training funded — bring it as a memo, we fund what makes you better.

Our Core Values

Our values are one sentence: Speed is key, while prioritizing fun, so we become the unicorn.

1. SMOOTH IS FAST — Speed is key. Get it right once, ship it, and the data comes back faster. Everything we do is built to shorten the feedback loop.
2. HAVE FUN — The more fun you have, the more effort you put in — and the better your data gets. We work a third of our lives; if it isn't fun, the money is worthless.
3. BECOME THE UNICORN — Better data means better feedback loops, and better feedback loops mean you never stop learning. Keep learning and your skill set becomes so unique nobody can replace you. That's a unicorn. That's who we want here.

Our Hiring Process

1. Submit a short Loom introducing yourself + proof: the team you ran, the volume you handled, the numbers you moved.
2. Culture & values call with Leo.
3. Paid test: map our support setup, show us the structure you'd build for 1,000 emails/day.
4. Final call with both founders.

Every word in here is exactly how we talk. If this is your seat: apply.

🦄 UnicornHunters — PureStream