Director of Customer Experience

About the company

The company began with a clear goal: to bring cleaner shower water to one million households. Since then, it has grown into a filtered-showerhead and water-focused beauty brand with more than 200,000 subscribers who actively use and value it. The business is expanding quickly, and the guiding principle is that growth should never make the customer experience feel bigger and more impersonal; it should only make it better.

About the role

This position is for a Director of Customer Experience who will shape and scale the customer experience function during a period of rapid growth. The role is highly strategic and owns the long-term vision, operating model, systems, technology, performance metrics, and team that support a critical business function.

This is not a day-to-day ticket handling role. A CX Manager will handle operational execution, while this leader will focus on designing the systems, AI, automation, and team structure needed to deliver excellent customer experiences efficiently and profitably at scale.

Customer Experience is central to how the company acts on customer feedback. The role involves turning customer insights into concrete action, working closely with leadership, and making sure the customer voice informs product choices and operational improvements.

Key ownership areas

• Set the direction for the CX department, including the roadmap, vision, and operating cadence, while keeping the function aligned with growth targets. Performance ownership sits with this role through leadership and scalable systems rather than ticket-level management.
• Lead and improve the company’s CX technology stack, including Gorgias, Recharge, Siena AI, Loop Returns, and future tools. Work with Finance to assess return on investment, reduce manual processes, and expand automation without sacrificing the human experience.
• Own retention and revenue protection efforts across refunds, returns, exchanges, chargebacks, subscription save initiatives, and loyalty. Help reduce preventable churn and revenue loss in partnership with Finance and Growth while preserving customer trust.
• Drive the AI and automation agenda by overseeing Siena’s performance, training, and rollout, defining automation goals, and increasing deflection while maintaining CSAT and brand standards.
• Act as the voice of the customer by translating feedback into insights that leadership can act on early, especially around product quality, fulfillment, new channels, and emerging customer trends.
• Develop the CX team by coaching the CX Manager and broader team, creating onboarding and career paths, and fostering a culture grounded in accountability, performance, and ownership.

Success in the first 12 months

• Support roughly double the business volume while also improving operational efficiency.
• Create an AI-first CX organization with strong CSAT, quality assurance, and resolution speed.
• Improve subscription retention while lowering refunds and chargebacks.
• Provide leadership with live visibility into customer sentiment and trends.
• Establish CX as a strategic lever for company growth.

Candidate profile

The company is open to different professional backgrounds and is focused on proven results. Strong candidates typically come from one of the following paths: customer experience or support leadership in a fast-growing DTC or e-commerce brand, especially with subscription exposure; an operations or CX leader who has scaled a team through more than 2x growth without service quality declining; or someone who has managed a CX cost structure and a modern support and AI technology stack from end to end.

Preferred experience and strengths

• At least 5 years of experience leading customer experience or support, including people management.
• A history of maintaining service quality while reducing cost per contact.
• Practical experience with helpdesk and AI tools such as Gorgias, Siena, or similar platforms, as well as returns and subscription systems.
• Strong analytical ability, including forecasting, capacity planning, and building dashboards that leadership can rely on.
• Excellent communication skills, a proactive mindset, and strong prioritization discipline.
• Strong customer focus and a high sense of ownership.

How the team works

• Integrity: maintain very high standards, be fully honest, and keep every commitment.
• JAM: work with speed and urgency, reject mediocrity, and hold a high-performance mindset.
• Fearless communication: raise issues directly, solve problems quickly, and bring solutions rather than complaints.
• Gratitude: value customers, teammates, and the opportunity to build something exceptional.

Why this role stands out

• Take ownership of the full CX strategy for one of the fastest-growing DTC brands.
• Partner directly with the CFO and executive team.
• Build a customer experience organization centered on AI and automation.
• Enjoy a high level of ownership and quick decision-making.
• Join a fully remote team with strong talent.
• Help shape the direction of a company that is scaling rapidly.

Compensation

The total compensation target is $135,000 to $165,000 OTE, combining base pay and performance incentives, with the exact package depending on experience.

Who should apply

Professionals who are energized by building the CX engine for a fast-scaling brand and who are excited about doubling a business while preserving what customers already love will be a strong fit.