ABOUT US:

Pronoia Labs is a passionate team of professionals who support dynamic lifestyle brands, operating across multiple states within the US. The brands we support are e-commerce powerhouses in a variety of sectors. As we continue to evolve, we plan to expand into more verticals over the next 12-18 months, ensuring our company remains synonymous with versatility and innovation. We operate under the ethos of “it’s your turn,” a slogan that captures our belief in transformation and opportunity, whether it’s a verb to signify change or a noun representing a chance to make an impact.

POSITION SUMMARY:

The Head of Support will build and lead a scalable, heart-centered customer and partner support function that ensures every person interacting with our company and its partners feels respected, informed, and taken care of. This is a unique opportunity to shape support infrastructure from the ground up, combining technical operations with relational wisdom.
This role is ideal for someone who thrives in startups, leads with empathy, and is energized by designing systems that center people and purpose.

SKILLS, EDUCATION + REQUIRED EXPERIENCE

• Bachelor’s degree in a related field (e.g., business administration, communications, or marketing).
• Five years of proven experience in customer support management, with a strong understanding of customer service best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work independently, adapt to changing conditions, and communicate effectively.
• Deep understanding of support tools (Zendesk, Intercom, Slack integrations, etc.).
• Experience in developing and implementing customer support strategies.
• Strong analytical and problem-solving abilities.
• Positive attitude, professional demeanor, attentive and engaging in conversation with customers and business partners.
• Expert in the lifestyle brand industry and its target audience.

ADDITIONAL REQUIREMENTS

• Strong organizational and systems-thinking skills, with a deep attention to detail and follow-through.
• Confident communicator with experience presenting to executive leadership, training internal teams, and interfacing with external stakeholders.
• Emotionally intelligent and equity-minded leader with a demonstrated ability to navigate diverse interpersonal dynamics and model inclusive, trauma-informed support practices.
• Consistently demonstrates a respectful, inclusive, and positive attitude. You will be interacting with individuals from all walks of life, and we expect all team members to lead with kindness, empathy, and cultural sensitivity.

PHYSICAL REQUIREMENTS

• Ability to work in-office full-time and participate in occasional travel for team gatherings, in-person training, or on-site visits (within California or Arizona).
• Comfortable working at a computer for extended periods and managing multiple digital systems simultaneously.
• Must be able to navigate occasional lifting or setup of light equipment/materials (e.g., during training or event support), though physical demands are generally minimal for this role.
• Must be able to sit, stand and/or walk for up to eight hours.
• Ability to push/pull and lift up to 50 pounds
  Pronoia Labs is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
  We believe that diversity drives innovation and strengthens our organization. We welcome individuals from all backgrounds and experiences to apply and join us in our mission.
  All employment with Pronoia Labs is at-will, in accordance with state law. This means either the employee or the company may end the employment relationship at any time, with or without cause or notice.
  Job Type: Full-time
  Pay: $75,000.00 - $90,000.00 per hour
  Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off

Work Location: In perso

• Develop and implement a comprehensive customer support strategy that aligns with the brand’s overall vision and objectives.
• Define service levels, identify key performance indicators (KPIs), and set goals for customer satisfaction and support efficiency.
• Serve as a communication liaison between support, operations, and marketing to drive a consistent, joyful experience across all touchpoints.
• Analyze patterns in customer feedback and provide concise reports to inform decision-making at the leadership level.
• Recruit, train, and coach support team members (customer service reps, tech support, field support).
• Create clear SOPs for support strategy and knowledge management systems that balance consistency with compassion.
• Ensure that all customer interactions reflect the brand’s values and personality, maintaining a consistent and positive brand image.
• Identify and implement new technologies and tools to enhance the customer support experience and streamline operations.
• Set up and maintain helpdesk tools, knowledge bases, and CRM integrations.
• Monitor and analyze customer support performance metrics. Identify areas for improvement, and implement strategies to enhance efficiency and customer satisfaction.
• Work closely with other departments to ensure seamless customer experiences and address customer feedback effectively.
• Manage the customer support budget, allocate resources effectively, and ensure cost-efficient operations.
• Uphold compliance and privacy standards in all communication.
• Contribute to employee training around support interactions, especially for customer-facing roles.