About this role
Paired is a global recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located.
About Our ClientsOur client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. The company builds and scales consumer brands through a strong focus on customer understanding, product quality, and performance-driven marketing. Having reached eight-figure annual revenue early in its journey, the team is now focused on strengthening backend operations, improving customer experience, and building scalable systems to support continued growth.
They are looking for a Head of Retention to take ownership of the customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation.
This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance.
ResponsibilitiesOwn and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized supportIdentify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfactionBuild and implement scalable systems and workflows, leveraging AI to improve speed and efficiencyLead hiring and development for customer support and operational rolesEstablish and maintain knowledge systems and documentation to support team scalabilityMonitor and improve subscription health and retention performanceCollaborate with fulfillment partners to ensure consistent delivery performance and customer satisfactionCoordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readinessTrack and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scoresTransition the business from reactive issue management to a proactive, system-driven operating modelRequirements
Proven experience in DTC e-commerce operations, ideally in high-growth environmentsStrong exposure to subscription-based products or retention-focused business modelsDemonstrated ability to identify root causes and implement scalable operational solutionsHands-on experience using AI tools and automation to improve workflows and efficiencyHigh ownership mindset with the ability to operate independently and make decisive callsStrong analytical thinking with a focus on metrics and performance improvementExperience managing or building customer support and/or operations teamsComfortable working in fast-paced, evolving environments without rigid structureClear communicator who can align cross-functional teams and drive executionBenefits
Competitive salaryFull remote flexibilityLearning and development supportRegular team offsites and retreats