VP, Customer Care & Support

hackajob is collaborating with Babylist to connect them with exceptional professionals for this role. What the Role Is Babylist is hiring a VP of Customer Care and Support to lead our support organization end to end, across our multiple product lines. You'll set the strategy for the operating model, policies, and team structure that define the support experience. You'll report directly to our CFO/COO, with two direct reports and a broader team of 100 across agents and ops, a mix of internal and outsourced, with room to build and shape the org to support Babylist’s long-term ambitions. Who You Are Have run customer support for a complex, multi-product consumer business at a modern, tech-forward company, where the surface area kept expanding. Have operated at the VP-level, owning support strategy and outcomes for the full function, not just a piece of it, with real accountability to the executive team. Can point to how you evolved a support org over time: what it looked like when you got there, what you changed or rebuilt, and why. Fluent in modern support tooling and AI, with real opinions on where the industry is headed and what great support looks like. Have built and led people leaders, not just individual contributors, with real tenure in the seats, enough to have gone through multiple performance cycles and periods of company change and evolution. Thinks about support economics in ROI terms, not pure cost: you can make the case for spending more where it improves the experience, and driving efficiency where it doesn't. Comfortable owning customer facing policy, not just enforcing it. You bring outside benchmarks and internal data to champion change, and you take that point of view to Commercial, Supply Chain and Finance stakeholders to drive alignment. Experience with consumer health or another regulated, consumer privacy focused t support environment is a plus Comfortable in an environment where multiple consumer experience and service offerings adds real complexity to SLAs and queue management You naturally reach for AI in your work. At Babylist, every team uses AI daily. You're already using it to move faster and improve your output, and you stay curious about what's coming next. How You Will Make An Impact Set the strategy and operating model for support across all of Babylist, translating that into the staffing, structure, and incident reduction work needed to deliver on it. Build the operating model for how AI and human agents work together, shifting agent time away from low-value tickets and toward the interactions that actually define the experience. Bring a strong point of view on CS internal and customer facing policies, support channels, SLAs, and drive those changes through with cross-functional partners. Partner with the Fulfillment and Operations Engineering and Business Operations team that owns support tooling and AI systems as a sophisticated, demanding stakeholder, not the implementer. Represent the customer in cross-functional forums, working with Marketing to keep the Babylist voice consistent across social and support channels. Continually evaluate and evolve the org structure to to cover analytics and operations work as the Babylist experience evolves. Why This Role You'll shape real policy, not just execute someone else's. Policies, channels, SLAs: if you think Babylist is behind the industry, you're expected to make that case. Direct, ongoing partnership with the team that owns AI strategy company-wide, without the pressure of owning that build yourself. A support org for a genuinely complex, evolving business: order and logistics volume alongside new customer use cases,, with real room to design the structure underneath you. About Compensation We use a market-based approach to compensation. The starting salary range for this role is: $244,352 to $293,239 35% annual bonus and competitive equity Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity. Who We Are Babylist is the leading platform for expecting and new families. More than 10 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, guidance, and expert recommendations. As a modern, AI-forward tech company, Babylist has expanded from a universal registry into a full ecosystem — the Babylist Shop, Babylist Health, Babylist Money, NYC and LA showrooms, branded content, and more — generating $750M in revenue in 2025. Building the generational brand in baby, Babylist is reshaping the $235B kids and baby market and helping parents feel confident, connected, and cared for at every step. Our Ways of Working Babylist is remote-first with team members across the U.S. and Canada who move fast, think smart, and use AI as part of how they work every day — not as an experiment, as an expectation. We come together twice a year to build the relationships behind the work, and we hire people who are genuinely excited about what's possible and prove it through how they show up. Why You Will Love Working At Babylist Our Culture We work with focus and intention, then step away to recharge We believe in exceptional management, and we invest in the tools and the time to connect with colleagues We build products that positively impact millions of people's lives AI is part of how we work, not a side experiment. You'll have leading tools like Claude and ChatGPT from day one, with no waiting on access, so the busywork gets handled and your judgment goes where it counts Growth & Development Competitive pay and meaningful opportunities for career advancement We believe technology and data can solve hard problems We're committed to career progression and performance-based advancement Benefits Company-paid medical, dental, and vision insurance Retirement savings plan with company matching and flexible spending accounts Generous paid parental leave and PTO Winter Wonder Week: the whole company takes a paid week off at the end of the year, whether or not you celebrate anything, so everyone's out at once and comes back refreshed Remote work stipend to set up your office Perks for physical, mental, and emotional health, parenting, childcare, and financial planning Important Notices Recorded Interviews. Babylist uses an interview recording tool to record and transcribe interviews for evaluation purposes in accordance with applicable privacy laws. By participating in an interview, you consent to this recording and transcription. Interview Integrity. AI is part of how we work at Babylist. We expect you to use it too. Your application and interviews should still reflect you and your own thinking. We'll tell you when AI is encouraged. Misrepresentation at any stage may result in removal from consideration for this and future roles. How We Review Applications We use AI throughout our hiring process to help review, screen, and assess applications. These tools support our team's review; they do not replace it, and every hiring decision is made by a person. Connections at Babylist. If you have a family member or close personal relationship with a current Babylist employee, please let your recruiter know. This helps us keep our process fair and transparent for everyone. Protect Yourself from Scams. All official outreach comes from the Babylist Talent Team via @babylist.com email addresses only. We will never ask for payment or personal financial information. If you receive outreach via WhatsApp, Telegram, or a non-Babylist email, it's not us. Verify open roles at babylist.com/careers.aa415a4b-8b21-40fc-a65c-70d2b25ca29a