Head of Customer Support

About the Company

Ten Digital builds and operates D2C health and wellness brands. Our flagship brand, NanoRevive, sells EsoRepair — a nano-emulsion liquid supplement for digestive and esophageal wellness — to a primarily 45–65+ customer base across our Shopify store and Amazon. The business is profitable and growing, driven largely by subscription. Support isn't a cost center for us: it's a retention and revenue lever, a direct line to customer voice, and a major driver of lifetime value. We're hiring a leader to own it.

About the Role

We're looking for a Head of Customer Support to own the entire customer experience function — the team, the tooling, the metrics, and the outcomes. This is a hands-on, director-level role for someone who has built or rebuilt a support operation inside a D2C subscription business and used it to move retention, not just close tickets. You'll lead a globally distributed remote team, partner directly with leadership on retention and product strategy, and bring AI-driven automation into the workflow to scale efficiently. You will own CSAT, response and resolution times, churn-reduction initiatives, and the customer voice that feeds back into product and marketing.

Responsibilities

Team & Operations

• Build, lead, and coach a globally distributed remote support team, with emphasis on customer empathy, data-driven accountability, and professional development.
• Restructure and scale the support model to keep service quality high through growth and seasonal spikes.
• Define staffing, scheduling, and escalation structures across time zones.

Retention & Customer Voice

• Treat support as a retention engine: identify churn drivers, design save-offer logic and proactive cancellation triggers, and reduce subscription churn across thousands of monthly orders.

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• Build and own a VOC and NPS measurement framework, and elevate customer voice to leadership to guide product roadmap and segment strategy.
• Partner with product and marketing to translate support insights into better post-purchase education (product usage, dosage), cancellation paths, and contextual messaging.

Efficiency & Automation

• Roll out AI-driven support automation — chatbots, intelligent routing, response macros — across CX workflows to reduce manual workload and response times while protecting quality.
• Drive measurable improvement in first-response time, first-resolution time, and tickets handled per agent.
• Own the support tech stack and its integration with Shopify, subscription billing, and fulfillment systems.

Quality & Cross-Functional Partnership

• Own and grow CSAT, Trustpilot, and review-platform scores.
• Partner with Ops and Fulfillment on shipping-issue resolution, refund/chargeback logic, and SLA management — including international fulfillment disputes.
• Ensure all customer communications stay compliant — structure/function language only, no "cure/treat/heal" claims, and no medical advice (we serve a 45–65+ health-focused audience).

Qualifications

• 5+ years in customer support / customer experience, with 3+ years leading remote teams (ICs and/or managers).
• Direct experience owning CX inside a D2C subscription brand on Shopify — ideally health, wellness, or supplements.
• A track record of using support to move retention: concrete reductions in churn, improvements in CSAT, response/resolution time, and review scores.
• Hands-on experience implementing AI/automation in a support org (helpdesk automation, routing, chatbots, macros).
• Fluency in support metrics and the discipline to run the function off a daily dashboard.
• Experience building VOC/NPS programs and feeding insights into product and marketing.
• Comfort serving an older, health-focused customer base with patience, empathy, and compliant communication.
• Builder mentality — you've stood up or rebuilt a support function, not just maintained one.

Preferred Skills

• Experience with subscription economics (CAC, LTV, churn, save flows).
• Background in or genuine passion for health and wellness.
• Experience managing support across multiple brands or product lines.
• Familiarity with fulfillment/logistics operations and dispute resolution.