Customer Experience Director

Job Summary

A company is looking for a Director of Customer Experience.

Key Responsibilities

• Lead the transformation of customer support with an AI-first approach while maintaining a human touch
• Enhance the customer journey by optimizing automation, refining help documentation, and building feedback loops
• Collaborate cross-functionally with various departments to embed customer experience thinking and manage a high-performing support team

Required Qualifications

• 7+ years in Customer Experience, Support Operations, or similar roles
• 3 years of experience managing and mentoring CX or support teams
• Hands-on experience with CX tools such as Zendesk and AI chatbots
• Strong data literacy to track and improve customer metrics
• Deep understanding of the end-to-end customer journey