Building a truly high-performing support engine for a fast-scaling 8-figure DTC brand takes more than empathy; it demands a strategic operator who sees support as a core business function. This role gives you full ownership of the customer support organization for a category-leading haircare brand, shifting it from a reactive team into a revenue-protecting, performance-driven operation with real influence on the bottom line.

This role is designed for a leader who understands that the ultimate goal of support is twofold: keeping customers happy and ensuring the business maximizes profit through retention and fraud prevention. If you think in systems, thrive on operational clarity, and measure success through metrics like refund rate, chargebacks, retention, and fraud prevention, this is your opportunity to build and optimize a critical function from the ground up.

WHO THEY ARE

A DTC hair care brand with a core product designed to simplify grey hair coverage compared to traditional dye solutions. The brand has scaled rapidly through paid social, with creative volume and quality acting as the primary growth lever. 

As they move into their next phase, their focus is on building repeatable systems, strong teams, and scalable processes that support long-term growth.

You’ll fit right in if you like:

• Working in teams that value autonomy and trust
• A results-driven environment where performance matters
• Clear communication and shared accountability
• A culture that rewards initiative rather than tenure

This is a fully remote, full-time contractor role.

WHAT’S IN IT FOR YOU

• Strategic Ownership: Step in as the primary architect of the support department’s optimization, with the autonomy to build processes where they currently don’t exist.
• Direct Access to Leadership: Work closely with the founder, providing reports that directly influence product development and marketing strategy.
• Scale Exposure: Gain experience managing the complexities of an 8-9 figure DTC brand with a heavy subscription component.
• Fully Remote Flexibility: Work from anywhere in the world in a 100% remote environment.

WHAT YOU’RE GETTING INTO

• Monitor the day-to-day performance of 10 agents, tracking real-time speed of response and resolution to ensure the team consistently hits the 3-hour first response and 9-hour resolution targets.
• Identify operational "leakages" that negatively impact performance, with the ultimate goal of finding actionable ways to reduce return rates, refund rates, and chargebacks as much as possible.
• Lead the transition from a reactive function to an optimized, performance-driven department by implementing more structure and better reporting processes.
• Build and manage a new process to loop customer feedback directly back into product, operations, and marketing to drive development and long-term profits.
• Move the department away from a "refund-first" mentality, ensuring the team balances customer happiness with the business's financial performance and sustainability.
• Oversee the daily use of Richpanel for support tickets and ClickUp for project management, ensuring all documented Q&As and processes are updated and followed.
• Provide the Founder with high-level reports that translate support data into actionable insights for scaling the brand toward 9 figures.
• Foster a healthy, professional culture across the remote CS team while maintaining a strict focus on accountability and performance metrics.

WHO YOU ARE

• You have a proven track record of managing customer support departments for 8 or 9-figure DTC brands, preferably in the subscription space. 
• You’re proficient with platforms such as Richpanel or other helpdesk tools, use ClickUp to stay organized, and collaborate efficiently through Slack.
• You can look at raw support data, find the "leakages" affecting performance, and build the reports necessary to fix them.
• You bring a performance-driven mindset and understand that support is both a customer happiness function and a revenue protection engine.
• You are continuously looking for ways to reduce return rates, refund rates, and chargebacks while improving the overall customer experience.
• You think like an operator: structured, analytical, and focused on business outcomes, while also knowing how to build a positive, accountable culture within the CS team. 

WHAT TO EXPECT FROM THE RECRUITMENT PROCESS

• Intro Chat: A short conversation to understand your background, experience and what you’re looking for next.
• Deep-Dive Interview: A session with the founder covering your leadership, remote management, and strategies for balancing customer satisfaction with business profitability.
• Practical Task: A short task designed to see how you analyze support data and propose solutions to reduce "leakages" and refunds.
• Final Interview: A final conversation to review your task, align on expectations, and discuss next steps.