Head of Customer Support

Overview

The Head of Customer Support role at Prosana is designed for a customer experience leader who excels in fast-paced, high-growth environments. This role involves leading a department that shapes the entire post-purchase experience for a premium DTC skincare brand.

Role Responsibilities

• Own customer support operations including systems and training.
• Lead a team of 30+ phone and email support agents.
• Recruit, train, and mentor support staff.
• Monitor and optimize KPIs and SLAs, including response time and resolution time.
• Develop training programs and maintain agent FAQ and knowledge base.
• Collaborate with marketing, tech, and operations to reduce churn.
• Ensure escalation of technical issues to relevant teams.

Who You Are

You have proven leadership in scaling support teams and building effective support infrastructures. You understand how to create SOPs, helpdesks, and knowledge bases and have a strong focus on customer satisfaction metrics.

What's In It For You

• Own and influence a vital customer support department.
• Remote, full-time contractor role with flexible hours.
• Opportunity to work with a globally distributed, high-performing team.
• Drive measurable impact in improving retention and satisfaction.

Success Milestones

In the first 30 days, audit current operations and identify quick wins. By 60 days, optimize agent QA and training processes. In 90 days, achieve consistent SLA compliance and improved customer satisfaction.

Key Skills/Competency

• Leadership
• Customer Support
• Team Management
• Process Optimization
• Training & Development
• Quality Assurance
• SLA Management
• Knowledge Base
• Cross-functional Collaboration
• Remote Work