Director of Customer Service

Job Description

Mile High Compounds is a fast-growing, Colorado-based supplier of premium research-use compounds serving laboratories, academic institutions, and professional researchers worldwide. We are committed to exceptional quality, transparency, and compliance — every batch undergoes rigorous 7x independent testing.

We are looking for a Director of Customer Service who will initially own and execute all customer service operations while building scalable processes from the ground up. This is a true hands-on leadership role in a high-compliance, high-risk industry.

This is a contract-to-hire position. You will start on a 3-month contract at $40/hour. Upon successful performance, you will transition into a full-time salaried role at $95,000/year.

Key Responsibilities:

• Personally handle all customer service inquiries via email, chat, and phone (you will be the primary point of contact initially)

• Process refunds, returns, and exchanges professionally and efficiently

• Coordinate daily with warehouse and fulfillment teams to resolve shipping, inventory, and order issues

• Manage escalated and difficult customer situations with high emotional intelligence, empathy, and professionalism

• Develop clear response templates, processes, and service standards as volume grows

• Track support metrics and drive improvements in response time, resolution quality, and customer retention

• Proactively manage and dispute chargebacks, including calling customers directly to resolve issues and prevent formal disputes where possible

What We’re Looking For:

• 5+ years of customer service or support experience, with at least 2+ years in a senior or leadership role

• High emotional intelligence — calm under pressure, excellent at de-escalation, and skilled at protecting both the customer and the company

• Strong preference for candidates with experience in high-risk or highly regulated industries, such as:

• Research chemicals / peptides

• Nutraceuticals / dietary supplements

• CBD / hemp products

• Pharmaceuticals or medical devices

• High-risk e-commerce or payment processing

• Excellent written communication skills — concise, warm, clear, and compliant

• Comfortable being hands-on with refunds, returns, and warehouse coordination while also building long-term processes

• Bonus: Direct experience in peptides, research compounds, or other compliance-heavy industries

Compensation & Structure:

• Months 1–3: $40 per hour (contract)

• Month 4+: $95,000/year salary (full-time) upon successful performance review

• Remote position with flexible hours. This is a full time 40 hours/week position.

If you are a customer service professional who thrives in high-stakes, compliance-driven environments and wants to help build a best-in-class support function from the ground up, we’d love to hear from you.