Head of Customer Support

Come build something true with us. At True Sea Moss, we’re on a mission to bring real, wild nourishment back into people’s lives. Our products are rooted in nature, clean by design, and crafted with care. As we grow, we’re not just scaling orders — we’re deepening relationships. That’s where you come in. We’re looking for a Head of Customer Support who doesn’t just manage tickets — you design systems that reflect care, calm, and clarity at every customer touchpoint. You know that behind every inquiry is a human being, and behind every world-class brand is a world-class support operation. Now

• who are we looking for? You’re a people-first, process-driven leader. You can zoom out to design scalable systems and zoom in to resolve a delicate issue with nuance and empathy. You know how to build teams, train for tone, and turn everyday conversations into brand loyalty.

What You’ll Be Doing Lead and evolve our customer support strategy, systems, and team as we scale across markets Own and optimize support operations, including SLAs, workflows, ticket routing, and knowledge management Design and implement feedback loops that turn customer insight into product, policy, and experience improvements Track and report on core CX metrics (CSAT, response time, resolution rate, etc.) to inform team performance and company decisions Oversee our support platforms and ensure tool usage is efficient, integrated, and evolving Build and nurture a high-performing team — from hiring to training to coaching Partner with Marketing, Product, and Ops to ensure seamless communication and aligned customer touchpoints Lead crisis response, escalations, and sensitive communications with clarity and care

What You Bring Proven experience leading customer support or CX teams in a high-growth DTC or e-commerce environment Strong command of support platforms (e.g., Zendesk, Shopify, Klaviyo) and automation tools Operational mindset: you love process design, SOPs, and scalable systems Deep understanding of CX metrics and the ability to use data to drive continuous improvement Experience managing remote teams across multiple time zones A calm, proactive, solutions-first approach to customer challenges

Nice-to-Haves Familiarity with U.S. consumer expectations and CX best practices Experience with health & wellness, lifestyle, or mission-driven brands Background in customer lifecycle, retention, or post-purchase engagement strategy

Why Work With Us We don’t treat customer support as an afterthought — it’s central to our brand and business. You’ll help shape how we show up in the world: consistently, compassionately, and with conviction. We listen. We care. We build things that last.

Here’s How We Back Our Words with Care Welcome pack and custom True Sea Moss merch to start strong Sports reimbursement to support your mental and physical well-being Additional vacation days beyond standard holidays Coaching & career development sessions to fuel your growth Corporate English lessons to help you sharpen communication WHOOP membership to support your health and recovery Coworking membership for flexibility and focus Sabbatical options after long-term contributions Travel and project grants to support personal growth and creativity

So — does this sound like your kind of work? If you believe great customer support is about connection, consistency, and care — and you're ready to build something that truly matters — we’d love to hear from you. Let’s make things worth remembering.