Customer Experience Lead

About the role

We are a fast‑growing direct‑to‑consumer supplement brand that operates on a subscription/rebill model. As the Customer Experience Lead you will design, launch and own the entire support function, from help‑desk setup to team management, with a focus on ultra‑fast response times and near‑zero chargebacks.

Key responsibilities

• Design and implement the help‑desk system (Gorgias) including views, tags, routing, macros, automations and AI assistance.
• Write SOPs for high‑volume issues such as refunds, cancellations, rebill complaints and chargebacks.
• Build and maintain a KPI dashboard tracking first‑response time, resolution time, CSAT, refund rate and chargeback ratio.
• Recruit, train and manage a support team that provides 15‑minute first response and 24/7 coverage on EST hours.
• Lead subscription and retention initiatives, handling cancellations, save flows, failed payments and proactive rebill communication.
• Prevent chargebacks by implementing fast refunds, clear billing descriptors, rebill reminders and pre‑dispute alerts (Disputifier, Ethoca, Verifi).
• Scale the support model to be replicable across multiple future brands.

Required profile

• Proven experience leading customer support for a DTC subscription or rebill brand, preferably in supplements or health.
• Track record of building a support function from scratch, including SOP creation and team leadership.
• Deep understanding of chargeback prevention and processor ratio thresholds.
• Hands‑on experience with modern help‑desk platforms (Gorgias preferred; Zendesk or Reamaze acceptable).
• Ability to work extremely responsively on EST hours, six days a week.

Required skills

• Gorgias
• Zendesk
• Reamaze
• Disputifier
• Ethoca
• Verifi