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.