VP OF Customer Experience

Vice President, Customer Care & Support

About the Company

Online registry for baby items

Industry
Retail

Type
Privately Held, VC-backed

Founded
2011

Employees
201-500

Funding
$26-$50 million

Categories

• Baby
• E-Commerce
• Internet
• Parenting
• Technology
• Consumer Discretionary
• Retail
• Marketplace

Specialties

• ecommerce
• marketplace
• bridging online & offline
• consumer internet
• parenting
• kids
• family tech
• retail
• technology
• content
• and babies

Business Classifications

• B2C

About the Role

The Company is seeking a VP of Customer Care and Support to take on a pivotal role in leading the support organization across its diverse product lines. The successful candidate will be responsible for setting the strategy that defines the support experience, including the operating model, policies, and team structure. This role demands a leader with a proven track record in running customer support for a complex, multi-product consumer business, particularly in a modern, tech-forward environment. The VP will be expected to have a strong background in support tooling and AI, with the ability to evolve the support organization and drive real change in support economics. Experience in a regulated, consumer privacy-focused support environment is a plus, and the role requires a leader who is comfortable with the complexities of multiple consumer experience and service offerings. The ideal candidate for this role at the company will have a deep understanding of modern support practices and a passion for using AI to enhance the customer experience. They should be adept at owning customer-facing policy and championing change based on data and industry benchmarks. The VP will work closely with cross-functional partners, particularly in commercial, supply chain, and finance, to ensure alignment and drive the company's support strategy forward. This is a unique opportunity to shape real policy, not just execute existing ones, and to have a direct, ongoing partnership with the team that owns AI strategy. The role is suited to a leader who is not only focused on the present but is also forward-thinking and can anticipate the future of the support industry.

Hiring Manager Title
CFO/COO

Functions

• Operations