Director Customer Experience/DTC Ecommerce

Director, Customer Experience

Full-time hours 8am to 4.30pm US EST Monday to Friday

We’re hiring a hands-on, data-driven leader to own and scale our customer support function. This role is ideal for someone who has led in-house CS teams at a product-based company and has successfully implemented AI tools (chatbots, automation, AI-assisted support) to improve efficiency and CX.

You’ll bring structure, accountability, and performance rigor transforming support into a high-performing, metrics-driven operation.

What You’ll Do

• Own CS operations, KPIs, and reporting
• Monitor calls/tickets daily to ensure quality and closure
• Build SOPs and scalable workflows
• Coach team to improve performance and autonomy
• Identify gaps and drive process improvements
• Implement and optimize AI tools to increase efficiency and reduce volume

What We’re Looking For

• 5+ years leading in-house customer support teams
• Experience in a product-based/DTC Ecommerce company
• Proven track record implementing AI in CS (chatbots, automation, etc.)
• Strong analytical and process-building mindset
• Hands-on, high-accountability operator

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