Head of Customer Experience
About OrionOrion is a next-generation sleep technology company that uses intelligent thermal control and advanced sensing to dramatically improve sleep quality, recovery, and overall wellbeing.We are a hardware + software company at the intersection of consumer tech, health, longevity, and design. We are rapidly scaling, as one of the fastest growing consumer hardware companies in the world, which makes customer experience mission-critical.Role OverviewWe’re looking for a Head of Customer Support to build and lead our customer support function from the ground up. You will design the entire support experience, build the systems, hire the team, and own the feedback loop that directly improves the product. You’ll sit at the intersection of customers, product, and operations, and you’ll be responsible for making sure every Orion customer has a world-class experience.What You’ll DoBuild the support function from 0 → 1 → scaleHire, train, and lead a high-performing support teamDesign support workflows, tooling, and SLAs (Intercom, etc.)Own all inbound customer channels (email, chat, phone, etc.)Partner with hardware, software, and ops teams to resolve issues fastIdentify and escalate product issues and failure modes earlyDesign self-serve resources (help center, FAQs, troubleshooting flows)Work closely with operations on returns, repairs, and warranty workflowsWhat We’re Looking For5+ years in customer support, CX, or operationsWillingness to get hands-on early (you will be in the tickets)Experience scaling support at a hardware or consumer tech company (strong plus)Proven track record building systems, not just managing peopleComfortable operating in ambiguity, you’ll be building from the foundationStrong operational mindset (process, metrics, continuous improvement)Excellent communicator, clear, concise, and empatheticBias toward action and ownershipNice to HaveExperience with physical products (returns, repairs, logistics)Experience with D2C businessesExperience building support teams domestically and internationallyWhat we provideCompetitive salary + equityEarly-stage, high-impact roleOpportunity to build and own a critical function from day one