Orion 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 Overview
We’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 Do
- Build the support function from 0 → 1 → scale
- Hire, train, and lead a high-performing support team
- Design 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 fast
- Identify and escalation product issues and failure modes early
- Work closely with operations on returns, repairs, and warranty workflows
What We’re Looking For
- 5+ years in customer support, CX, or operations
- Willingness 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 people
- Comfortable operating in ambiguity, you’ll be building from the foundation
- Strong operational mindset (process, metrics, continuous improvement)
- Excellent communicator, clear, concise, and empathetic
- Bias toward action and ownership
Nice to Have
- Experience with physical products (returns, repairs, logistics)
- Experience with D2C businesses
- Experience building support teams domestically and internationally
What we provide
- Competitive salary +equity
- Early-stage, high-impact role
- Opportunity to build and own a critical function from day one