Director of Customer Experience

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

📋 Description

• Establish the vision and strategy for an exceptional Dutch member experience spanning messaging, email, live support, prescription delivery, and various other channels.

• Lead and develop the customer experience (CX) team, encompassing hiring, onboarding, performance management, and fostering a positive team culture.

• Create scalable support systems while ensuring warmth and responsiveness are maintained.

• Take ownership of NPS, CSAT, member retention, response times, SLA compliance, review site ratings, refund rates, and cancellation metrics.

• Develop a feedback infrastructure through surveys, tagging, and trend analysis to convert member insights into actionable product and operational improvements.

• Collaborate with Product and Engineering teams to identify and prioritize member pain points.

• Work alongside the Clinical team to ensure smooth transitions between veterinary care and member support.

• Partner with the Growth team to gain insights into member acquisition and retention factors.

• Evaluate, manage, and enhance CX technology, including help desk software, CRM systems, automation, and AI-driven workflows.

• Ensure that support interactions comply with quality standards and regulatory requirements in a telehealth context.

• Report directly to the VP of Operations and work in collaboration with Clinical, Product, Engineering, Marketing, and Finance teams.

• Assess the member experience, develop an organizational roadmap, make essential hires, and enhance core performance metrics.

⛳️ Requirements

• Over 8 years of experience in customer experience or customer operations.

• Minimum of 3 years in a leadership position.

• Proven experience in building and scaling CX teams within DTC, health, or subscription-based companies.

• Demonstrated success in enhancing customer retention and satisfaction on a large scale.

• Experience managing CSAT, NPS, and similar metrics as key business drivers.

• Strong leadership skills, including hiring, team development, and culture building.

• Proven ability to work across various functions effectively.

• Familiarity with contemporary CX tools such as Zendesk, Intercom, Kustomer, Gorgias, and Gladly.

• In-depth understanding of AI and automation within member support.

• Exceptional written and verbal communication skills.

• Ability to thrive in a fast-paced, high-accountability startup environment.

• A passion for animals is advantageous.

🏝️ Benefits

• Competitive salary range of $150,000 - $180,000.

• Health, Dental, and Vision Insurance.

• Life and Disability Insurance.

• Flexible Paid Time Off (PTO).

• Mental Wellbeing Options.

• Comprehensive Holiday Schedule.

• Retirement savings plan.

• Opportunities for growth.