Head of Customer Support @ Prosana
Your Application Journey
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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.