Head of Customer Support (D2C)

Z Brands is a fast-moving app studio that’s doubled revenue in the last month alone, and we’re just getting started. We’re building profitable, direct-to-consumer brands at speed, and we’re looking for a talented candidate to head our Customer Support team.

Responsibilities

• Lead and scale the customer support function across instant messaging, email, and social media channels ensuring every interaction reflects Z Naturals’ commitment to excellence.

• Develop and implement customer service strategies, workflows, and KPIs to deliver seamless, high-quality support experiences.

• Mentor and manage a growing team of support specialists — setting performance standards, conducting training sessions, and fostering a culture of empathy and accountability.

• Leverage insights from customer feedback, complaints, and analytics to drive continuous improvement and inform product and marketing decisions.

• Collaborate cross-functionally with product, sales, and marketing teams to align customer support with brand goals and ensure consistent communication across all touch-points.

• Oversee customer communication tools and systems, maintaining accurate records, efficient response workflows, and timely escalations.

Continuously refine support policies and processes to optimise customer satisfaction, retention, and loyalty.

Qualifications

• 1+ years of experience in customer support or customer experience roles, with experience in a leadership or managerial capacity.

• Proven track record of building, training, and managing high-performing support teams.

• Strong command of written and spoken English with excellent communication and empathy skills.

• Proficiency with tools like Google Workspace and Excel.

• Ability to analyse customer data and feedback to identify patterns, propose improvements, and enhance overall satisfaction.

A collaborative mindset capable of working closely with marketing, sales, and product teams to align goals.

Passion for creating a customer-first culture, solving problems creatively, and going the extra mile to delight users.

What we offer:

• Competitive pay that matches your experience and impact.

• Regular performance reviews and pay increases, we believe growth should be recognized and rewarded.

• A collaborative, startup-style culture where you’ll have real ownership and the freedom to make decisions.

• Direct access to founders and leadership to drive innovation and influence strategy.