Director of Customer Experience

Summary

Join Archive's mission to revolutionize consumer shopping behavior by promoting sustainability. As a leading technology platform for branded resale, Archive empowers circular business models for over 50 global brands. We are seeking a Director of Customer Experience to spearhead and expand our customer support operations, encompassing team management and strategic planning across our global network. Reporting to the VP of Finance & Operations, this role involves overseeing a diverse team, developing support strategies, and managing high-stakes enterprise customer interactions. The ideal candidate possesses expertise in managing complex customer relationships, building scalable support processes, and representing the company effectively. This position offers the opportunity to contribute significantly to Archive's growth within the booming secondhand market.

Requirements

• 7+ years of customer support experience with 3+ years in leadership roles
• Committed to building a high-performing team culture that balances operational rigor with human-centered service
• Strong leadership skills with experience managing diverse, multi-level teams
• Experience managing distributed teams across multiple time zones
• Proven track record scaling support operations in high-growth Startup environments
• Proficiency with customer support and customer analytics platforms (Zendesk, Intercom, Salesforce Service Cloud, etc.)
• Excellent written and verbal communication skills
• Experience with multi-language, international customer support operations
• Thrives in fast-paced, high-stakes environments where customer response is critical
• Experience with e-commerce and digital marketplace support models, including an understanding of two-sided marketplace dynamics
• Previous experience in startup or high-growth technology companies

Responsibilities

• Lead, mentor, and develop a growing global team of full-time and part-time customer support specialists
• Establish clear performance metrics, KPIs, and career development pathways for team members
• Foster a customer-centric culture focused on excellence and continuous improvement
• Develop and implement comprehensive customer support strategies aligned with business growth objectives
• Establish support frameworks for different customer segments (e.g., buyers, sellers, logistics partners, brands, etc.) and different types of support (e.g., email inquiries, chat, content moderation, etc.)
• Design scalable support processes and workflows to handle increasing volume and complexity
• Create and maintain support documentation, knowledge bases, and training materials
• Build multi-language, region-appropriate support capabilities as we expand into new international markets
• Develop timezone coverage strategies to ensure 24/7 support availability
• Coordinate with local teams and contractors to deliver localized support experiences
• Develop specialized support processes and SLAs for enterprise accounts
• Collaborate cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and elevate the customer voice across the organization
• Evaluate, implement, and optimize customer support tools and technologies, including using chatbots and/or AI as we scale customer support
• Develop automation strategies to improve efficiency and response times
• Establish data-driven insights and reporting to track support performance
• Use data and customer insights to inform strategy, drive continuous improvement, and advocate for systemic solutions across product and operations

Benefits

• Employee and dependent healthcare
• 401(k) enrollment
• Remote-first, with an office in NYC and optional in-person work for those located in the area