Head of Customer Support (eCom)

Head of Customer Support (eCom) Lead a world-class, high-growth eCom support team from the ground up — design scalable SOPs, harness AI, protect revenue, and elevate every customer experience. We usually respond within 2 hours A rapidly growing US-based DTC beauty brand is looking for a Head of Customer Support to build and scale a world-class customer support function. You will lead the team who directly impacts customer retention, refund prevention, chargeback reduction, product improvements, and brand reputation. You'll design the entire support operation from the ground up, implement scalable systems, leverage AI to increase efficiency, build and lead a high-performing support team, and establish Customer Support as one of the company's strategic advantages. What You'll Own Customer Support Operations Own the entire customer support function across all customer touchpoints. Build scalable support operations capable of supporting rapid business growth. Continuously improve customer experience while balancing efficiency and profitability. Personally step into the queue when escalation or complexity requires it. SOPs, Systems & Process Design Design and document support SOPs from scratch. Build macros, knowledge bases, escalation paths, QA processes, and internal playbooks. Continuously optimize workflows as the business scales Ensure new team members can ramp quickly through standardized processes. AI & Support Automation Own the implementation and continuous improvement of AI within the support operation. Leverage AI for ticket triage, response drafting, categorization, routing, and workflow automation Identify which customer interactions should remain human-led. Continuously identify repetitive processes that can be automated without sacrificing customer experience. Team Leadership Recruit, onboard, coach, and develop a high-performing global support team. Establish clear weekly KPIs and accountability across the department. Build a performance-driven culture centered around quality, speed, ownership, and customer outcomes. Design and manage incentive programs that reward measurable business impact. Customer Experience & Reputation Management Improve overall customer satisfaction across every interaction. Own the company's Trustpilot strategy and execution. Build review generation workflows and negative-review interception processes. Develop response protocols that strengthen customer trust and brand reputation. Revenue Protection Reduce unnecessary refunds through effective save strategies. Improve refund avoidance without compromising customer trust. Build systems to reduce chargebacks and payment disputes. Continuously optimize customer retention through exceptional service experiences. Operational Intelligence Identify recurring customer issues and communicate actionable insights across the business. Surface product quality concerns, fulfillment issues, operational bottlenecks, and customer friction before they become larger problems. Partner with Operations, Product, Marketing, and Leadership to improve the overall customer journey. Performance & Analytics Own weekly departmental reporting and KPI reviews. Monitor key customer support metrics including ticket volume, response times, CSAT, Trustpilot performance, ticket-per-order ratio, save rate, refund rate, chargeback rate, SLA performance, and operational trends. Use data to drive continuous improvements across people, systems, and processes. What We're Looking For Experience leading Customer Support or Customer Experience for a high-volume DTC or eCom business doing $3M+/month Proven experience building customer support systems, SOPs, QA processes, macros, and workflows from the ground up rather than inheriting an existing function. Demonstrated success improving customer satisfaction, CSAT, Trustpilot, review scores, or similar customer experience metrics. Strong understanding of customer support economics, including refund avoidance, save rate, chargeback prevention, customer retention, and operational efficiency. Experience leveraging AI tools and automation to improve customer support operations. Ability to identify operational patterns and proactively solve root-cause issues across multiple departments. Highly analytical with exceptional attention to detail and strong data-driven decision making. Comfortable operating in a fast-paced, high-growth environment with minimal oversight. Excellent written communication, leadership, and cross-functional collaboration skills. Willing to remain hands-on with customer escalations while building scalable systems for long-term growth. Remote status Fully Remote