About the Role:

Tapstitch is seeking a deeply operational and hands-on Head of Customer Support to take full ownership of our global support function. You will lead a growing international team and develop systems that drive customer satisfaction, brand loyalty, and operational excellence across the entire support lifecycle.

This role reports to company leadership and works cross-functionally with Product, Marketing, and Operations teams across the U.S., China, and the Philippines.

Key Responsibilities:

• Own and lead all customer support operations globally
• Manage, coach, and scale a distributed support team, with a focus on teams in the Philippines and China
• Build strong working relationships across functions, especially with Product and Supply Chain teams based in China
• Audit and improve all customer training materials, macros, and internal documentation
• Partner with the U.S. team to develop support content (Help Center articles, walkthrough videos, AI chatbot prompts) in advance of product or garment releases
• Monitor team performance rigorously through KPIs; resolve bottlenecks and escalate issues early
• Maintain and refine workflows, prioritization rules, and categorization to ensure actionable data
• Serve as the internal “Voice of the Customer” (VOC), advocating for user needs and identifying systemic issues for cross-functional resolution
• Travel regularly to the Philippines to maintain close oversight and foster a culture of accountability and excellence on the ground

Requirements

• 5+ years of experience in customer support or operations, with at least 2 years in a leadership role
• Proven track record managing offshore or international teams
• Deep familiarity with CS software and support workflow configuration
• Strong communication skills and ability to work cross-culturally
• Exceptional attention to detail and a proactive, ownership-driven mindset
• Experience in eCommerce, fashion, or SaaS strongly preferred
• Willingness to travel to the Philippines as needed (roughly quarterly)
• Bonus: Mandarin nice to have

Why You’ll Love It Here

• Lead a high-performing customer support team at a high-growth, VC-backed startup
• Drive customer satisfaction and loyalty through customer support efforts
• Collaborate with cross-functional teams to build innovative customer experiences
• Join a mission-driven company backed by top-tier VCs
• Performance-Based Bonus: Up to 20% of base
• Health, dental, and vision insurance
• Early equity opportunity

About Tapstitch:

Tapstitch is a fast-growing, VC-backed fashion-tech startup on a mission to revolutionize how brands are built.

We combine the ease and speed of print-on-demand with the quality, variety, and creative freedom of a premium manufacturer, making it radically easier for anyone to launch and scale a fashion brand. Our platform gives entrepreneurs, influencers, and existing labels access to high-quality, on-trend apparel that they can customize, brand, and dropship globally.

Since launching in March 2024, we’ve grown at breakneck speed, now powering thousands of fashion brands. In March 2025, we closed a major Series A led by Forerunner Ventures, with participation from Alpaca VC and other top investors.

We’re scaling fast, expanding our NYC headquarters, growing our global team, and building the most powerful platform in fashion.