Director of Customer Support Watertown, MA

About the Role ButcherBox is seeking a Director of Customer Support to lead our customer support organization and deliver an exceptional member experience at scale. This leader will be responsible for supporting operations across internal and outsourced teams, customer experience performance, quality assurance, workforce planning, technology strategy, AI‑enabled support, Voice of Customer insights, and organizational transformation initiatives. Reports To: VP of Corporate Development and Sales Location: Watertown, MA (ButcherBox Headquarters) Level: Director We are looking for someone who can successfully run a high‑performing customer support organization while simultaneously driving meaningful improvements across people, processes, technology, automation, and customer experience. The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement. Responsibilities Lead day‑to‑day customer support operations across internal and outsourced teams. Develop and execute the customer support strategy aligned with company goals. Establish clear performance expectations, accountability, and development plans for managers and team members. Build a culture focused on customer empathy, operational excellence, and continuous improvement. Ensure service levels, customer satisfaction, and operational targets are consistently achieved. Lead organizational change initiatives associated with new technology, automation, and evolving support processes. Customer Experience & Retention Drive initiatives that improve customer satisfaction, loyalty, and retention. Serve as a champion for the customer throughout the organization. Partner with Product, Marketing, and Operations teams to resolve root causes of customer friction. Identify opportunities to proactively improve the member experience. Influence company priorities through customer insights and support data. Help establish stronger connections between support performance and customer retention outcomes. AI, Automation & Technology Own the customer support technology stack, including ticketing systems, AI tools, QA platforms, reporting systems, and future customer experience technologies. Lead implementation and optimization of AI‑powered support solutions. Identify automation opportunities that reduce customer effort and improve efficiency. Drive adoption of new tools, workflows, and technologies across support teams. Ensure support technology investments deliver measurable ROI. Partner with Product and Technology teams to improve customer experiences and reduce contact drivers. Voice of Customer Develop and scale a robust Voice of Customer program that identifies trends, pain points, and opportunities. Deliver actionable customer insights to executive leadership. Create reporting and dashboards that connect customer feedback to business outcomes. Influence product, operational, and customer experience priorities through customer‑driven insights. Ensure customer feedback is consistently represented in business decision‑making. Quality & Operational Excellence Own support KPIs including CSAT, quality scores, response times, resolution times, contact rate, first contact resolution, and cost per contact. Lead quality assurance and training programs. Develop workforce planning and forecasting models. Drive process improvements that increase efficiency while maintaining service quality. Establish scalable operational processes and reporting frameworks. Create accountability systems that drive continuous performance improvement. Manage relationships with outsourced support partners and key support technology vendors. Own customer support budget planning and performance. Identify opportunities to improve productivity and reduce operating costs. Develop business cases for customer experience and support technology investments. Ensure external partners are aligned with ButcherBox service expectations and customer experience standards. First‑Year Priorities Successful implementation and adoption of the next‑generation customer support platform. Increased AI‑driven resolution rates while maintaining or improving customer satisfaction. Enhanced Voice of Customer reporting and executive visibility into customer pain points and opportunities. Improved support efficiency through process optimization, automation, and operational discipline. Stronger BPO governance, performance management, and accountability. Development of a scalable support operating model capable of supporting future company growth. Identification and reduction of key contact drivers through partnership with Product, Operations, and Marketing teams. Establishment of clear reporting and metrics that connect support performance to customer retention and business outcomes. Qualifications Required 9+ years of customer support, customer experience, contact center, or customer operations leadership experience. 3+ years managing managers and/or large customer support organizations. Experience leading outsourced BPO relationships and distributed support teams. Strong analytical skills with experience using customer and operational data to drive decisions. Experience managing customer support platforms such as Zendesk, Kustomer, Gladly, Salesforce Service Cloud, or similar. Demonstrated success leading process improvement and operational transformation initiatives. Experience implementing new systems, workflows, or technologies within a customer support environment. Excellent communication, stakeholder management, and executive presentation skills. Proven ability to lead through change and drive organizational adoption of new processes and technologies. Preferred Experience in eCommerce, subscription businesses, or direct‑to‑consumer brands. Experience implementing AI and automation technologies within customer support. Experience leading Voice of Customer programs. Familiarity with workforce management and forecasting. Experience overseeing customer support technology implementations or platform migrations. MBA or equivalent business experience. Key Success Metrics Customer Satisfaction (CSAT) Quality Assurance Score Response Time and Resolution Time Contact Rate Reduction Customer Retention Impact AI Automation Rate Voice of Customer Program Adoption and Utilization BPO Performance Metrics Employee Engagement and Team Development What We Offer Our values are built on relentless improvement, accountability, humility, and customer obsession. We believe in creating a workplace of growth and learning where everyone can be authentic and safe at work. Health: medical, dental, vision, life insurance, employer‑funded HSA, and short‑ and long‑term disability benefits. Financial: 401(k) with generous employer match. Annual bonus based on company performance. Unlimited paid time off, 20 weeks parental leave, and a culture that encourages a good work/life balance. Annual Learning & Development stipend and access to coaching via BetterUp. Free custom classic ButcherBox each month and weekly lunch reimbursement. Reimbursement for wellness activities, an exceptional EAP, fertility benefits, and life insurance. Equal Opportunity Statement ButcherBox is an equal‑opportunity employer committed to fostering a diverse, inclusive environment at all steps in the hiring process. Every qualified applicant will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are happy to provide reasonable accommodations during our hiring process. Please request accommodations for your interview if needed. ButcherBox does not use artificial intelligence (AI) tools in any part of our hiring process. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr ButcherBox, LLC