Picture a CX function with a working helpdesk, clean automation, a trained team, and chargebacks under control. That's the foundation you'll be responsible for building and scaling.

It's a DTC supplement brand on a subscription model, growing fast. Ticket volume is about to jump from 20 a day to 500 within three months, and they need someone to own the whole thing: the systems, the team, the chargebacks, the retention levers. Not an operator waiting for instructions, the architect who tells the founder what's needed and then goes and builds it.

WHO THEY ARE

A founder-led DTC problem-solution supplement brand moving at a pace most operators don't think is possible. Four months into the space, the founder has built the store, launched the ads, run the learnings, made the hires, and pushed creative volume to 800 a month solo, focusing specifically on high-pain solutions for an older demographic experiencing joint pain.

The whole story is speed and execution. The founder carries an aggressive direct response edge, identifying with a completely unaware prospect and driving high volume straight into scaling funnels.

This is a fully remote, full-time contractor role aligned with at least 4 hours of daily overlap with EST.

WHAT’S IN IT FOR YOU

• Total ownership: Build and lead the entire CX function, from systems and processes to team and strategy.
• Direct access to the founder: Fast decisions, real influence, no layers in between.
• Performance upside: Bonus tied to key CX metrics like churn, retention, and chargeback recovery.
• Paid learning: Access to a $20K+ course library plus budget for additional training, mentors, and tools.
• Room to grow: As new brands launch, this role expands into a broader CX leadership position.
• Remote and flexible: Work from anywhere with EST overlap.

WHAT YOU’RE GETTING INTO

• Build and scale the entire CX infrastructure, including Gorgias, workflows, tagging, routing, macros, and SLAs that can handle growing ticket volume.
• Introduce AI and automation to reduce manual workload while preserving the brand voice and customer experience.
• Track and improve key CX metrics including response time, CSAT, refunds, chargebacks, retention, and save rate.
• Hire, train, coach, and manage support agents, setting clear performance standards and quality expectations.
• Own subscription retention by improving cancellation flows, save offers, win-back campaigns, and churn reduction efforts.
• Manage chargeback prevention and dispute processes, ensuring rates remain within acceptable thresholds.
• Work closely with 3PLs and suppliers to resolve fulfillment issues, identify recurring problems, and implement long-term fixes.
• Create SOPs, documentation, and operational processes that allow the function to scale without constant founder involvement.

WHO YOU ARE

• You have 4+ years in DTC customer support, with 2+ years actually leading a team, hiring agents, setting KPIs, and QA'ing tickets.
• You've scaled CX at a brand doing $500K+/month on a subscription model, where save flows, churn levers, dunning, and payment failures are a different game than one-time-purchase support
• You've built a helpdesk from scratch (Gorgias, Zendesk, or Re:amaze), not just worked inside one someone else configured.
• You know Shopify deeply and have run a subscription platform like Recharge, Skio, or Stay.
• You have real chargeback experience and a win rate you can point to, along with the tools you used to get there.
• You're comfortable with AI and automation tools, and you'd rather automate the repetitive 80% than throw bodies at it.
• You write clean, calm, professional English and can hold a steady tone in customer-facing copy.

Bonus points if you have:

• Direct supplements or wellness experience
• Klaviyo flows for post-purchase, win-back, and save
• Hands-on time with chargeback prevention tools like Ethoca, Verifi, Chargeflow, or Justt
• Experience running projects in ClickUp, Notion, or Asana

WHAT SUCCESS LOOKS LIKE

• 30 days: Backlog cleared, chargebacks owned, and response time down to sub-4hr across all channels. The system rebuild is shipped (templates, macros, SOPs, trackers), dashboards are live, and a weekly CS report is running.
• 60 days: AI is handling 80% of tickets while holding the brand's tone, your first phone support agent is onboarded, and the founder is off day-to-day CX.
• 90 days: The team is scaled for roughly 5x current volume, phone support is fully operational with call-handling SLAs, and CX is feeding insight back into ops, product, and marketing.