Director of Customer Experience

Role overview

Liquid Rubber Canada is hiring a Director of Customer Experience to create and lead the customer support and customer insight function for a rapidly expanding DIY brand. This position is ideal for a leader who enjoys building systems, guiding people, and using data to improve how customers are helped.

The customers are mainly homeowners working on practical projects such as surface preparation, product selection, coating application, and problem resolution when projects do not go as planned. The goal of this role is to design the operating structure that supports successful customer outcomes and turns customer feedback into better business decisions.

What you will build and lead

You will oversee the Customer Experience function across key channels such as Shopify, Amazon, Home Depot, Lowe’s, and Walmart. Your focus will be on putting in place clear and scalable systems for support and insight generation.

• Create customer support workflows, role clarity, and service standards.
• Develop technical support processes, troubleshooting paths, and application guidance.
• Define escalation routes, decision-making authority, and handling rules for repairs, refunds, and warranty cases.
• Improve visibility into workload, backlog, and coverage needs.
• Set up issue tagging, CX metrics, dashboards, and recurring reporting.
• Track reasons behind refunds, repairs, and warranty claims.
• Share customer insights with Marketing, Channels, and Content teams.
• Improve support quality, coverage, and knowledge management with eDesk and AI-assisted tools.

This is a leadership and systems-building role, not simply a ticket-management role. The emphasis is on identifying patterns, surfacing recurring issues, and ensuring customer feedback reaches the right teams in a usable form.

Success in the role

In the first 6 to 12 months, success will look like stronger team structure, more transparent support operations, established CX reporting, clearer categorization of recurring issues, and improved understanding of refund, repair, and warranty drivers. Customer feedback should begin influencing content, product education, listings, and internal processes. High-priority problems should be escalated with evidence and practical recommendations, and decisions should increasingly rely on data and patterns rather than isolated anecdotes.

Who this role suits

This is a good fit for someone who likes building from the ground up, improving systems in a growing company, and making decisions based on facts. The ideal candidate can distinguish one-off complaints from repeat trends and prioritize work based on impact, frequency, cost, and preventability. Strong leadership skills are essential, including the ability to set accountability while maintaining a healthy, sustainable work environment.

You do not need to be a technical product specialist, but you should be comfortable learning the products, asking strong questions, and leading a team that provides technical guidance to customers. An interest in DIY, home improvement, or practical problem-solving is an added advantage.

Fit and non-fit notes

This role is a strong match for someone who wants to build a department rather than simply maintain one, believes support should help improve the business, and enjoys working close to real customer challenges. It is not the right fit for someone who only wants to manage a ticket queue, prefers overly polished dashboards to actionable reporting, or wants to make changes before understanding the current state.

It is also not suited to someone who relies on anecdotes instead of evidence, avoids accountability, or expects remote work to mean being disconnected from the team and the business.

Culture

Liquid Rubber is a growing company with high standards, but not a burnout culture. The company values ownership, accountability, flexibility, balance, and sustainability. Many team members have family and personal responsibilities, and the organization believes strong performance should not come at the expense of well-being.

Location and reporting

This position is remote-friendly within Canada. The company’s head office is located in Oakville, Ontario, and occasional time on site will be helpful for onboarding, team connection, planning, and leadership alignment. Preference may be given to candidates who can spend time at head office when needed. The search begins in Canada, though the employer may widen it to the United States if the right candidate is not identified.

The Director of Customer Experience reports to the VP of Marketing and is part of the Marketing leadership team.

Compensation and benefits

The base salary is $115,000 to $140,000 per year, depending on experience. Final compensation will be based on qualifications, relevant experience, internal equity, and role requirements.

• Annual performance bonus opportunity
• Extended medical and dental benefits

Application instructions

Applications must be submitted by email with a resume and a short note explaining your interest in the role. The note should also include one example showing how you used customer feedback, support data, or reporting to improve a customer experience, a support process, or a business decision. No phone calls are requested.

Additional information

This is an active vacancy. The company does not use AI-based screening tools in its hiring process. Liquid Rubber Canada Inc. follows the accessibility requirements of the Accessibility for Ontarians with Disabilities Act (AODA), and qualified applicants with disabilities will be accommodated during the interview process upon request.