Director of Customer Success Operations

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

📋 Description

• Take ownership and implement the Customer Support strategy in alignment with business expansion, brand commitments, and customer expectations.

• Create scalable operational models, workflows, and governance structures for both in-house and outsourced teams.

• Ensure stability, consistency, and high quality across all customer interaction points.

• Collaborate with teams from Product, Marketing, Operations, and Sales to strategize and prepare for customer support readiness during product launches.

• Convert business goals into clear processes, playbooks, launch-specific support documentation, and performance metrics that can grow alongside the organization.

• Lead the creation and implementation of support workflows that leverage AI and prioritize automation.

• Assess, adopt, and enhance Customer Support platforms and tools.

• Define and manage KPIs, scorecards, and dashboards.

• Develop a scalable quality management framework.

⛳️ Requirements

• 8–12+ years of leadership experience in Customer Support / Customer Experience, ideally within eCommerce, health, beauty, or DTC sectors.

• Demonstrated success in scaling customer support operations in rapidly growing environments.

• Strong expertise in AI, automation, Customer Experience platforms, and operational analytics.

• Comprehensive understanding of omnichannel support, quality management, and workforce planning.

• Highly strategic, systems-focused, and data-informed mindset.

• Outstanding cross-functional communication skills and executive presence.

🏝️ Benefits

• Competitive salary with a performance-based bonus structure.

• Unlimited Paid Time Off (PTO).

• Flexible working hours with a hybrid schedule.

• Complete healthcare coverage (medical, dental, and vision).

• Gym membership reimbursement – we prioritize your physical and mental well-being.

• Kindle/Audible credits – we highly encourage lifelong learning and personal growth.

• Complimentary iRESTORE Products! (In case you or someone you care for is experiencing hair loss).

• Paid maternity and paternity leave.

• Home Office Stipend for a hybrid work setup.