Job Title: Head of Customer Support
Company: Orion Sleep
Location: San Francisco
Description: The head of customer support will help define what “premium customer experience” means for Orion. Orion is a personalized smart mattress cover that tracks your sleep and uses AI to cool and heat your body to the perfect core body temperature cycle based on your biometrics, significantly enhancing deep sleep and REM. Core body temperature cycle is the #1 factor for sleep quality.
You will build the support function from 0 → 1 → scale, and design support workflows, tooling, and SLAs (Zendesk, Intercom, etc.) You will also be responsible for hiring, training, and leading a high-performing support team. In this role you will own all inbound customer channels (email, chat, phone, etc.), and create a customer support playbook that scales with volume
Qualifications:
“We don’t spend time writing a bulleted list of expectations we are looking for in a candidate.
We hire people, not roles.”
