Director of Customer Experience
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Job Summary
Leading a global, remote team, the full-time Director of Customer Experience will manage end-to-end customer operations, combining proactive account management and reactive support to enhance customer satisfaction and drive operational improvements.
Key responsibilities
- Lead Customer Support and Account Operations functions, establishing operational standards and quarterly OKRs for continuous improvement
- Oversee and develop a remote team, fostering accountability and ensuring high-quality customer interactions
- Define and track performance against KPIs, utilizing analytics to identify trends and drive actionable improvements
Required qualifications
- 6+ years of experience in Customer Support, Operations, or Experience, including 3+ years in leadership roles
- Experience in scaling customer-facing operations across B2B and B2C support models
- Strong operational and analytical skills, with a proven ability to use data for measurable improvements
- Experience managing KPIs, staffing, and service-level performance
- Familiarity with Zendesk or similar support platforms and AI-powered customer support tools
Complete Job Description
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