Customer Experience Lead

READ THIS FIRST — DO NOT APPLY UNLESS:

• You've LED customer support at a DTC subscription/rebill brand (supplements or health a big plus), not worked as one agent on a team
• You've built a support function from scratch, or know exactly how: helpdesk, SOPs, team, the whole thing
• You understand chargeback PREVENTION cold: keeping disputes from ever being filed, not winning them after
• You've hit fast response standards (think sub-15-minute) through systems and coverage, not by personally living in the inbox
• You've hired, trained, and managed support agents
• Fast, responsive, available 6 days/week on EST hours

If that's not you, don't apply. If it is, keep reading.

The role:

We're a DTC supplement brand on a subscription/rebill model, scaling aggressively. On track for 8 figures this year, targeting 9 across brands next year.

You'll own the entire customer experienc...