Head of Customer Support

Role overview

We are hiring a senior Head of Customer Support for a rapidly growing direct-to-consumer supplement brand. In this position, you will own the full customer experience function and lead support strategy rather than working as a frontline ticket handler. This is an independent leadership role suited to someone who has previously built or expanded customer support operations for a DTC company, particularly in supplements, beauty, or subscription-led products.

Key responsibilities

• Set up and continuously manage the Commslayer helpdesk, including inbox structure, AI agent settings, guidance rules, saved replies, workflow automation, and escalation handling.
• Improve the AI support agent so it can resolve more than 80% of queries on its own while routing sensitive cases to the right human support path.
• Create, update, and maintain all customer communication content such as shipping updates, refund messaging, FAQ replies, post-purchase emails, and subscription change confirmations.
• Oversee daily customer interactions across email, social direct messages, and live chat, focusing on tickets escalated by the AI system.
• Help lower chargebacks through proactive customer outreach, fast refund handling, and dispute response coordination.
• Own the complete refund and return workflow, including the 60-day money-back guarantee process.
• Build and lead a small virtual assistant team as the function grows, including hiring, onboarding, training, and performance management.
• Track and report weekly metrics such as ticket volume, resolution rates, CSAT, chargeback ratio, and AI agent effectiveness.
• Spot recurring customer pain points and share insights with product, operations, and marketing teams for improvement.

Ideal background

The best fit will have experience creating or scaling customer support systems for a DTC brand, especially within supplements, beauty, or subscription-based businesses. The role calls for a strong mix of operational ownership, team leadership, customer communication, and process improvement.

Additional information

This is a full-time, onsite role based in the Hilton Head Island, South Carolina area. The company is a fast-growing brand in the direct-to-consumer wellness space, and the position is designed for someone who can take complete ownership of the support function from day one.