Head of Customer Support — DTC Brand Doing $3-5M/Month | Zendesk Build-Out + Team of 4 - Contract to Hire

About us

We're a US-focused DTC ecommerce brand doing $3M–$5M per month. We ship thousands of orders a day, and our customer support has not kept up with our growth.

Right now there are no real processes, no documented SOPs, no proper helpdesk, and no reporting. Tickets get answered, but nothing is structured. That's the problem we're hiring you to solve.

The role

You are taking over customer support completely, and rebuilding it from zero.

You'll have 4 people working under you from day one. Your job is not to do everything yourself it's to build the system, run the team, and make sure the numbers hit.

What you'll own

Rebuild the entire CS operation from scratch processes, workflows, escalation paths

Write all SOPs and documentation from the ground up: macros, response templates, refund and return policies, escalation rules

Set up and configure Zendesk or other platform end to end views, triggers, automations, macros, tags, reporting

Manage a team of 4: schedules, coverage, workload distribution, onboarding, training

Own the KPIs and report on them: first response time, resolution time, CSAT, tickets per agent per day, backlog

Handle tickets yourself as well — this is a hands-on role, not a purely supervisory one. You should be comfortable being in the queue when volume spikes

Identify recurring issues and feed them back to the product, fulfillment and marketing teams

Requirements — please read carefully

Impeccable written and spoken English. This is non-negotiable. You'll be writing customer-facing copy and all internal documentation

Proven experience with US ecommerce brands doing at least $1M–$2M per month. Please name them in your application

You have managed people before — real direct reports, not just "coordinated with a team"

Hands-on Zendesk experience, ideally having set it up or restructured it yourself

Available 6 days a week, full-time, and able to work US business hours

Extremely organized. You build systems and documentation without being asked twice

Please start your application with the word banana so we know you read the full posting

Comfortable owning numbers and being held to them

Nice to have

Experience with Shopify, Gorgias, Teams, Whatsapp, Slack, Google Sheet or similar DTC tooling

Experience managing chargebacks and payment disputes

Experience hiring and training support agents

Details

Full-time, long-term. This is not a short project

US timezone coverage required

6 days per week

You'll report directly to the founder

How to apply

Send us a proposal that answers these four questions directly. Generic applications will be ignored.

Which brands have you worked with, and what was their monthly revenue at the time?

How many people have you directly managed, and for how long?

Have you built or rebuilt a Zendesk instance from scratch? Describe what you did.

We're looking for someone serious who wants to own this long term. If that's you, tell us why.

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