Head of Customer Support

Overview

This is a fully remote full-time opportunity with PureStream, a rapidly growing cat fountain brand targeting a $100M+ exit. The company has scaled quickly from zero to a $1.5M annual run rate within two months and is preparing for high-volume customer support of over 1,000 inbound emails daily. The Head of Customer Support will be the key leader building and managing the entire customer support function from the ground up.

Key Responsibilities

• Develop and implement a comprehensive customer support system including SOPs, response templates, playbooks, and escalation procedures from scratch.
• Select and deploy the support tools and technology platforms best suited to scale, with budget approvals provided by leadership.
• Recruit, train, and manage the customer support team, ensuring all representatives provide outstanding care focused on positive customer outcomes.
• Establish key performance metrics such as customer satisfaction (CSAT) and time to resolution, starting with baseline measurements in the first 30 days and jointly setting targets thereafter.
• Have full refund authority up to 100% without prior approval to expedite problem resolution.
• Create feedback mechanisms to relay recurring customer concerns to marketing and product teams weekly, helping to inform ad messaging and product improvements.
• Conduct weekly strategic meetings with senior management to review support performance and direction.

Required Qualifications and Skills

• Proven experience leading or building customer support systems for a US-based eight-figure eCommerce brand handling 500 to over 1,000 daily tickets.
• Hands-on expertise creating SOPs, macros, QA processes, and escalation workflows independently rather than inheriting from others.
• Successful track record hiring, training, and supervising a support team.
• Strong command and influence over metrics such as CSAT, first response time, and resolution efficiency.
• Fluency in English at a native level is mandatory.
• Desire and capability to own the entire customer support function end-to-end.

Compensation and Benefits

• Base salary between $90,000 and $110,000 USD per year, determined by candidate qualifications and proven results.
• Performance-based bonuses aligned with jointly agreed metrics following a 30-day baseline period.
• Equity share available as a core member growing alongside the company’s future success.
• Flexible remote work schedule totaling approximately 40 hours per week.
• Funding for external training and professional development initiatives to enhance your skills, upon approval.

Company Culture and Values

• Speed with precision: Rapid execution coupled with continuous learning to shorten feedback cycles.
• Enjoyment: Emphasizing fun at work as essential to sustained effort and high-quality results.
• Unicorn mindset: Cultivating unique skill sets through ongoing improvement to become irreplaceable.

Additional Information

• Applicants must submit a short introduction video demonstrating leadership experience, support team size, volume managed, and key metrics improved.
• The hiring process includes an initial culture fit interview, a paid test project to design a support structure for high volume, and a final round with founders.
• This position offers full ownership of support processes, systems, and team without direct oversight from executives on support specifics.
• The working environment values focused spending and efficiency rather than unlimited budgets.