Director Customer Experience
Londontown, Inc.
Director, Customer Experience
Part-Time | 2 hrs/day |
We’re hiring a hands-on, data-driven leader to own and scale our customer support function. This role is ideal for someone who has led in-house CS teams at a product-based company and has successfully implemented AI tools (chatbots, automation, AI-assisted support) to improve efficiency and CX.
You’ll bring structure, accountability, and performance rigor transforming support into a high-performing, metrics-driven operation.
What You’ll Do
- Own CS operations, KPIs, and reporting
- Monitor calls/tickets daily to ensure quality and closure
- Build SOPs and scalable workflows
- Coach team to improve performance and autonomy
- Identify gaps and drive process improvements
- Implement and optimize AI tools to increase efficiency and reduce volume
What We’re Looking For
- 5+ years leading in-house customer support teams
- Experience in a product-based / DTC company
- Proven track record implementing AI in CS (chatbots, automation, etc.)
- Strong analytical and process-building mindset
- Hands-on, high-accountability operator
Vacancy posted 13 hours ago
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