Director Customer Operations

Director, Customer Operations

Welcome to Campspot! Whether you are an avid camper, the occasional glamper, an expert RV-er, or new to the outdoors entirely, we're interested in working with you. Our team values diverse perspectives as we seek to create an easy-to-navigate and meaningful camping experience for everyone.

We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone.

The Role

Campspot is seeking a Director of Customer Operations to lead and scale our Customer Support organization. This role will have direct oversight of the customer support team and will be responsible for driving operational excellence, team performance, and customer satisfaction.

The ideal candidate is a strategic operator and people leader who thrives on building high-performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best-in-class customer experience.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and develop the Customer Support team, including managers and frontline support staff
• Foster a customer-first culture focused on empathy, accountability, and continuous improvement
• Research and implement new tools, including AI, to improve efficiency and customer experience
• Manage relationships with vendor service providers
• Develop planning forecast and match with staffing needs
• Identify key bottlenecks and gaps across customer journey
• Collaborate with Product to prioritize bug resolution
• Analyze customer feedback to surface themes with broader product and strategy implications
• Implement omni-channel monitoring and escalation across owned and public touchpoints
• Manage QA of support interactions and investigate process breakdowns
• Directly manage high-sensitivity service escalations
• Partner with HR and leadership on hiring, onboarding, performance management, and career development

Operational Excellence

• Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery
• Design, implement, and refine scalable support processes and workflows
• Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes

Metrics & Performance Management

• Define, track, and report on key customer support metrics (e.g.,response times, resolution times, ticket volume)
• Use data and insights to identify trends, guide decision-making, and drive measurable improvements
• Establish clear performance goals and accountability across the team

Customer Experience & Cross-Functional Collaboration

• Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders
• Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey
• Support major initiatives, product launches, and change management efforts impacting customers

Qualifications

• 7+ years of experience in customer support, customer operations, or customer experience roles
• 5+ years of experience leading and managing teams, including people managers
• Proven experience building or scaling customer support operations in a SaaS or technology environment
• Strong analytical skills with hands-on experience defining and using performance metrics
• Excellent communication, leadership, and stakeholder management skills
• Passion for delivering exceptional customer experiences and developing people

Nice to Have

• Experience with support platforms (e.g., Hubspot and Aircall)
• Background in process improvement methodologies (Lean, Six Sigma, or similar)
• Experience working in a growth-stage or scaling organization
• Experience working with third party service providers, including onshore and offshore

Compensation and Benefits

• Anticipated starting annual salary: $110k-$130k
• Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
• 401(k) plan with employer match
• Flexible and casual work environment
• Employee camping credit to encourage getting outdoors and experiencing our product!

This role will be a hybrid schedule in the Grand Rapids MI office location.