Head of Customer Support
@ Prosana

Hybrid
$120,000
Hybrid
Full Time
Posted 14 hours ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXX****** @prosana.com
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Job Details

About the Role

Are you a customer experience leader who thrives in fast-paced, high-growth environments? At Prosana, the Head of Customer Support takes full ownership of our customer service operations. This role involves managing a large team of phone and email agents, optimizing helpdesk systems, reducing churn, and ensuring a best-in-class support experience that aligns with our premium DTC subscription brand.

Who We Are

Prosana is a fast-growing DTC skincare brand known for its innovative at-home treatment device in the anti-aging space. With a loyal customer base of over 100,000 people, our science-backed and results-driven products set us apart. Our lean, performance-driven team values ownership, iteration, and measurable impact.

Your Mission

As the Head of Customer Support, your mission is to lead and scale a world-class support function. You will:

  • Build and manage a team of 30+ support agents.
  • Develop training programs and quality assurance processes.
  • Set and monitor KPIs and SLAs for optimal performance.
  • Design and implement robust helpdesk and self-service resources.
  • Collaborate across marketing, tech, and operations teams.

What’s In It For You

This full-time contractor role offers flexible hours and the opportunity to work remotely with a global team. You’ll own key aspects of the customer support department and drive impactful improvements in SLA performance, retention, and customer satisfaction.

Key Responsibilities

  • Lead and coach a growing support team across phone and email channels.
  • Recruit, train, and mentor new support agents.
  • Perform regular QA checks to ensure adherence to SOPs and quality standards.
  • Set, monitor, and report on agent KPIs and SLAs.
  • Develop comprehensive training programs and maintain an internal FAQ.
  • Design a customer-facing Helpdesk with dynamic self-service resources.
  • Collaborate with marketing and operations to develop churn-reduction tactics.
  • Manage escalations and recurrent post-purchase concerns.

Who You Are

  • Experienced in managing and scaling customer support teams.
  • Adept at building SOPs, helpdesks, and knowledge bases.
  • Strong focus on metrics such as CSAT, FRT, ART, and churn impact.
  • Thrives in growth-stage DTC environments and adapts quickly.
  • Excellent communicator with cross-functional collaboration skills.
  • Bonus: Experience with CheckoutChamp and direct response backgrounds.

What Success Looks Like

  • 30 Days: Audit current systems, team performance, and identify quick wins.
  • 60 Days: Improve QA, update training, reduce response times and launch key helpdesk improvements.
  • 90 Days: Optimize agent performance, consistently meet SLAs, and improve customer satisfaction scores.

Recruitment Process

  • Intro Chat: Quick call to align goals, experience, and team fit.
  • Founder Interview: Align on support strategy with leadership team.
  • Live Task: Review ticket QA and propose training & process improvements.
  • Final Interview: Discuss your 90-day plan and next steps.

Key skills/competency

  • Customer Support
  • Team Leadership
  • QA
  • Training
  • Helpdesk
  • KPIs
  • SLAs
  • Churn Reduction
  • DTC
  • Process Optimization

How to Get Hired at Prosana

🎯 Tips for Getting Hired

  • Research Prosana: Understand their DTC skincare brand and mission.
  • Customize Resume: Highlight support leadership and metrics experience.
  • Review Job Description: Focus on KPIs and process improvements.
  • Prepare for Interviews: Practice responses on team management and problem solving.
  • Follow Application Tips: Tailor cover letter with specific examples.

📝 Interview Preparation Advice

Technical Preparation

Study helpdesk software and SLA metrics.
Review training program setups and LMS tools.
Analyze customer support KPI dashboards.
Practice technical escalation procedures.

Behavioral Questions

Describe a time you led a team.
Explain how you handle performance issues.
Discuss resolving customer escalations under pressure.
Share your method for cross-functional collaboration.

Frequently Asked Questions