Director of Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the design, development, and management of an entirely remote customer support department built from scratch.

• Take ownership of the customer support strategy, infrastructure, staffing, technology, performance management, and outcome experiences across all support channels.

• Establish a scalable, compliant, and high-performing remote-first call center that consistently delivers exceptional customer experiences while supporting company growth, brand values, and operational efficiency.

• Develop and implement enterprise-wide customer support strategies that align with organizational growth, service standards, and customer experience goals.

• Create remote call center structures, staffing models, operational hours, and escalation frameworks.

• Define and execute standard operating procedures for all interaction scenarios.

• Ensure smooth transitions between customer support and other departments.

• Set up and enhance call center and customer engagement technologies.

• Collaborate with internal teams to ensure secure remote work environments, business continuity, and disaster recovery preparedness.

• Lead the recruitment, onboarding, and development of all customer experience staff and leaders.

• Design comprehensive onboarding programs, continuous education, and leadership development pathways.

• Define and manage key performance indicators and service-level objectives.

• Utilize data and analytics to enhance performance, staffing models, workflows, and customer experience.

• Ensure customer support operations comply with all relevant regulatory, legal, and compliance standards.

⛳️ Requirements

• Bachelor’s degree required; advanced degree preferred.

• 10+ years of progressive experience in customer support or call center leadership, including senior-level responsibilities.

• Experience in regulated or service-intensive sectors such as financial services, healthcare, or utilities is preferred.

🏝️ Benefits

• 100% employer-paid medical, dental, and vision insurance for employees; employer contribution for dependents.

• Health Savings Account (HSA).

• Free Telemedicine access via Teladoc.

• 401(k) with 6% Employer Match—No Vesting Period.

• Employee Stock Options.

• Exclusive Employee Banking Perks.

• 0% Financing for Employee Solar Loans.

• Employee Only Mortgage Product with exclusive interest rates and terms.

• 0% Financing for Eligible Electric Vehicles (EVs).

• Referral Incentives.

• 2–4 Weeks of Vacation based on officer level plus additional tenure-based time.

• 64 Hours of Paid Sick Time for all full-time employees.

• Company-Paid Life Insurance.

• Short- & Long-Term Disability Insurance.

• Voluntary Life, Accident & Critical Illness Coverage.

• Employee Assistance Program (EAP) with free counseling, legal, and financial services.