Director of Customer Experience - Strategy and Operations

Summary

Join PadSplit as their Director of Support and lead the scaling of their support operation for 15,000+ Members and Hosts. You will manage core operations and strategy, ensuring a seamless support experience in a high-growth environment. This role requires strategic thinking, building from scratch, and smoothly running support operations while shaping product, policies, and customer experience. You will mentor a growing team, drive operational excellence, and transform customer feedback into actionable improvements. Oversee both Host and Member Support, managing approximately 50 people. The ideal candidate is a dynamic and strategic leader with experience in a fast-paced environment.

Requirements

• Leadership Experience: Proven experience managing and mentoring people managers, including developing new leaders and fostering a strong, cohesive team
• Strategic Thinking and Execution: Ability to develop and implement long-term strategies while being hands-on and tactical to ensure immediate operational needs are met
• Customer-Centric Approach: Deep commitment to delivering exceptional customer service, with experience managing support functions for both end-users and business clients
• Strong Communication Skills: Excellent verbal and written communication skills to collaborate across teams, address escalations, and advocate for customer needs with internal stakeholders
• Cross-Functional Collaboration: Experience working with Legal, Product, Payments, and Sales teams to address complex issues and implement solutions that balance customer needs and business goals
• Data-Driven Decision Making: Proficiency in analyzing support metrics, tracking KPIs, and using data to identify trends and drive continuous improvement in support processes
• Conflict Resolution Skills: Expertise in handling escalations and resolving sensitive or high-priority cases with empathy, professionalism, and adherence to company policies
• Process Improvement Expertise: Track record of enhancing support workflows, systems, and tools to improve efficiency and customer satisfaction
• Adaptability and Resilience: Comfortable navigating a fast-paced, high-growth environment while managing multiple priorities and adapting to change
• Alignment with PadSplit’s Mission: Passion for tackling the affordable housing crisis and leveraging support as a key pillar in empowering Members and Hosts to succeed

Responsibilities

• Design and Execute a Support Strategy: Develop and refine processes that ensure seamless support for Members and Hosts as PadSplit grows
• Own and Optimize Support Operations: Oversee the performance of both Member and Host Support teams, ensuring efficient resolution of issues, high-quality service delivery, and scalable processes that evolve with the business. Continuously refine workflows, response times, and service levels to drive operational excellence
• Drive Workforce Management: Responsible for hiring, team structure, and workforce planning, ensuring adequate coverage across shifts, holidays, and peak periods. Define and manage internal policies, including PTO, scheduling, and performance expectations, to build a well-balanced, efficient, and engaged support organization
• Lead and Develop a High-Performing Team: Manage and mentor three People Managers, building leadership capacity and a culture of excellence
• Transform Customer Insights into Action: Partner with Legal, Product, Growth, and others to surface key customer trends and drive improvements in policy, process, and product. Support is not just a reactive function—it’s a critical feedback loop for the business
• Build, Analyze, and Decision on Data: Own support metrics end-to-end. You don’t just analyze existing reports—you build them. You’re comfortable creating dashboards and basic models to track performance, identify trends, and uncover new insights. You proactively recognize when new data is needed and work cross-functionally to capture it. Data isn’t just for reporting; you use it to drive meaningful operational and strategic improvements
• Own and Improve the Support Tech Stack: Independently manage and optimize our support tools, knowing when to escalate technical needs but also comfortable with self-learning and troubleshooting
• Enhance Training and Development: Build training programs that equip support teams to deliver excellent service and navigate complex customer needs
• Drive Continuous Improvement: Identify and implement innovative solutions to improve workflows, policies, and communication channels, ensuring a frictionless support experience

Preferred Qualifications

Ideally you have startup, marketplace, or consulting experience

Benefits

• Fully remote position
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
• $110,000 - $130,000 a year