Method Recruiting
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http://www.methodrecruiting.com
http://www.methodrecruiting.com
USD
150000
YEAR
true
Our client, a fast growing tech company in the wellness/fitness industry, is hiring either an AD or Director of Customer Experience...
In this role, you will be responsible for leading and scaling the entire Customer Support operation — designing new workflows, optimizing processes, implementing automation, and overseeing training, knowledge management, and quality assurance functions.
You will own weekly business reviews, manage department KPIs, and report insights and trends directly to senior leadership. This role is critical in ensuring that the voice of the customer is heard across the organization and that our support experience continuously improves as we grow.
Responsibilities
Requirements
Director of Customer Experience - Brand
Job Description
Our client, a fast growing tech company in the wellness/fitness industry, is hiring either an AD or Director of Customer Experience...
In this role, you will be responsible for leading and scaling the entire Customer Support operation — designing new workflows, optimizing processes, implementing automation, and overseeing training, knowledge management, and quality assurance functions.
You will own weekly business reviews, manage department KPIs, and report insights and trends directly to senior leadership. This role is critical in ensuring that the voice of the customer is heard across the organization and that our support experience continuously improves as we grow.
Responsibilities
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Lead, mentor, and grow the Customer Support team, fostering a high-performance and customer-obsessed culture.
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Build scalable, efficient support workflows from scratch while optimizing existing processes.
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Develop and implement automation strategies to streamline operations and enhance customer satisfaction.
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Set clear goals, KPIs, and performance metrics for the CX department.
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Own and lead weekly business reviews, presenting KPIs, trends, insights, and action plans to leadership.
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Manage all CX operational functions, including agent operations, training programs, knowledge management, and quality assurance initiatives.
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Collaborate closely with Product, Engineering, and other internal teams to advocate for customer needs and inform product improvements.
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Analyze support data and customer feedback to uncover insights, drive continuous improvement, and proactively address issues.
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Evaluate and implement process adjustments to improve support operations and customer experience.
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Leading voice of the customer initiatives across business units
Requirements
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5+ years of leadership experience in Customer Support or Customer Success, preferably within a d2c or b2c (ideally tech) environment.
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2-3 years in a comparable role
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Strong track record of driving customer satisfaction, operational excellence, and process improvement.
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Hands-on experience with Help Desk platforms (e.g., Zendesk, Freshdesk) and CRM tools (e.g., Salesforce).
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Proven experience managing KPIs, business reviews, and data-driven reporting.
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Exceptional analytical, problem-solving, and decision-making skills.
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Outstanding interpersonal and leadership abilities with the capability to inspire and develop teams.
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Familiarity with collaboration tools such as Slack, Asana, or similar platforms.
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Passion for creating excellent customer experiences and scaling high-performing support teams.
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Experience managing cx operations via BPO is a plus
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