15h Left : 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

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 :