Director of Customer Service

Summary

Join Freebird, a 9-figure consumer brand, as their Customer Experience Leader. In this role, you will deliver a world-class customer experience, supporting scalable growth and transforming customer feedback. You will lead the evolution of support infrastructure by implementing automation, improving the help center, and launching new channels. Success will be measured by maintaining high CSAT scores, launching a phone support channel, implementing a tiered support model, and maintaining operational efficiency. You will also create a system for capturing customer feedback, lead and develop a high-performing team, and act as the voice of the customer in strategic discussions. This position requires 3-5+ years of CX leadership experience in DTC/eCommerce, proven success implementing automation tools, and experience with relevant software.

Requirements

• 3–5+ years of CX leadership experience in a DTC, eCommerce, or CPG business
• Proven success implementing automation tools and launching new support channels
• Hands-on experience with Gorgias, Shopify, and ticket classification/reporting systems
• Strong background in team management, hiring, training, and QA in a remote environment
• Comfortable reporting metrics and making CX performance visible to the executive team

Responsibilities

• Maintain CSAT >94% and First Response Time <10 minutes across all channels
• Launch and manage a 1-800 phone support channel with clear KPIs and staffing plan
• Implement a tiered support model to prioritize high-value or complex tickets
• Maintain a help center that deflects 25%+ of inbound volume
• Implement AI tools and automations that reduce handle time and keep headcount lean
• Optimize macros and workflows across email, chat, and SMS to increase speed and resolution rates
• Maintain lean staffing with <2,300 tickets per agent per month
• Own CX forecasting and capacity planning based on acquisition projections and seasonal volume
• Improve ticket categorization and reporting to surface trends and improve resourcing
• Create a structured system for capturing and sharing customer feedback
• Deliver weekly insights to Product, Retention, and Creative to improve customer experience
• Ensure customer friction points are elevated with clear, actionable data
• Lead, coach, and develop a high-performing support team and QA function
• Build clear KPIs, growth plans, and feedback loops for team development
• Foster a culture of speed, ownership, and customer obsession
• Sit on Freebird’s leadership team and act as the voice of the customer in strategic discussions
• Partner with other department heads to solve cross-functional problems that impact customer experience
• Ensure customer insights help shape product strategy, marketing messaging, and operational improvements