Director of Customer Experience
We’re a fully remote team spread across North AmericaFull-TimeDirector
Salary120,000 - 140,000 CAD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisProcess improvementZendesk
Requirements
- 7+ years of experience in customer experience, retention, or support operations leadership.
- Experience building or scaling support functions in fast-growing e-commerce or consumer brands.
- Strong expertise in customer retention strategies and increasing lifetime value.
- Strong operational thinking with experience building processes and workflows.
- Highly analytical with experience using data to inform decisions.
- Experience leading and developing customer support teams.
- Excellent communication skills.
- Experience with customer support platforms (e.g., Gorgias, Zendesk) is an asset.
Responsibilities
- Lead the strategy and execution of customer experience across all touchpoints.
- Evaluate and improve customer service operations for quality and speed.
- Develop scalable systems, processes, and workflows.
- Implement tools, reporting, and performance metrics.
- Build and implement a customer retention strategy.
- Analyze feedback and data to identify recurring issues and improvement opportunities.
- Partner with marketing and product teams on insights-led development.
- Elevate the post-purchase experience including loyalty initiatives.
- Build and lead a high-performing customer experience team.
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