We are seeking an experienced Director of Customer Experience to lead and develop our growing support organization. This role will be responsible for scaling our support teams in both size and modality, including expanding into live support. You will drive strategic planning for volume management, implement proactive trend analysis, and create processes that enhance team productivity while maintaining exceptional service quality. The ideal candidate will quickly acclimate to our environment and earn the trust of an established team while introducing innovative improvements.
In this role, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success.