Director Customer Support

Job Description

Director, Customer Support

Location: Washington, DC or Remote from a city with a Framebridge retail store

Travel: Ability to travel several times a year to visit Framebridge stores, studios and offices as needed

Who We Are

At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one. Our mission is to make framing so delightful, customers are inspired to frame everything they love—big, little and in between. We've framed over three million pieces and counting. We are building a beloved brand, and to be successful, we have to build a great team across a number of disciplines – ecommerce, retail, design, and manufacturing.

We are a consumer business operating online and in our growing fleet of retail stores. We operate multiple manufacturing studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround. We exist, grow, and ultimately own the market by delighting customers who trust and value us.

The Role

We're seeking a Director, Customer Support who will lead our fully remote customer service organization, owning the people, performance, and technology that power every customer interaction. In this role you will lead and develop our remote support team of 25+ agents who assist our customers with questions, concerns and framing design assistance. You will set the standard for speed, quality, and brand-aligned service across all channels, and ensure we have the systems and tools in place to make Framebridge's customer satisfaction second to none. This is an operational leadership role for someone who loves being in the details: managing a high-performing team, driving measurable improvements in quality and customer satisfaction, and building the systems and culture to deliver extraordinary service at scale. You are equally comfortable coaching a frontline team and optimizing a CRM workflow. This role reports to VP, Experience & Innovation.

As a Framebridge Team Member, You Will:

Show Pride

We stand behind our work, we sweat the details, and we strive for continuous improvement every day. We're proud to frame the things you love, and show pride in our product and craftsmanship.

Adapt & Act

We are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.

Embrace Challenges

We embrace challenges with creative solutions and we know that collaboration is the only way to succeed. We set big goals and keep raising the bar together.

Secure the Baton

We take personal responsibility for delivering successful outcomes, not just completing tasks. We ensure every handoff is clear, complete, and sets the next teammates up to succeed.

Make It Special

We search everyday for opportunities to make our product and experience special. When you are building a business where every piece is priceless, making it special is core.

Build to Last

We are building a product and a business that are built to last. We work every day to build lasting relationships within our team and with our customers.

At Framebridge, our people are the heart of everything we build. We foster an inclusive, equitable, and collaborative environment where remarkable individuals take pride in their craft, elevate the customer experience, and are empowered to do the best work of their careers.

As Director, Customer Support, You Will:

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• Lead day-to-day operations of a team of 25+ customer service agents across phone, email, SMS, and chat who provide pre- and post-purchase support
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• Own hiring, onboarding, coaching, and performance management for our support team
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• Drive SLA adherence and operational health across all support channels
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• Build and run a quality assurance and calibration program that ensures every interaction is fast, friendly, expert and reflects our brand voice and experience tenets
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• Execute our Happiness Guarantee — including damage, quality, and remake decisions that are fair, consistent, and on-brand — and own return and refund resolution
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• Administer and optimize our Gladly CRM and customer-facing knowledge base and self-service support solutions
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• Drive adoption of AI and automation tools to improve deflection rates, agent efficiency, and QA consistency, without sacrificing the brand experience that sets Framebridge apart
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• Serve as the voice of the customer across the organization, translating contact trends and recurring pain points into structured, prioritized recommendations that drive measurable cross-functional improvement
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• Report on key support metrics including first contact resolution, contacts per order, escalation rate, and conversion assistance
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Who You Are:

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• 5–8 years of customer service experience, with at least 2–3 years managing a scaling support team of 15+ agents
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• Ideally have led a scaled or scaling support operation in consumer e-commerce or omnichannel retail
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• Obsessed with delivering brand-defining customer service experiences
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• Demonstrated track record improving operational metrics like CSAT, SLA, and/or FCR
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• Experience with a modern CRM platform; Gladly experience preferred
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• Analytical and data-driven — you can pull reports, identify trends, and build a business case from data
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• A natural coach who gets energy from developing a high-performing team
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Benefits & Perks:

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• Full medical, dental, and vision benefits
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• Generous retirement program — 401(k) and employer-funded pension plan
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• Parental leave and return program
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• Flexible Time Off and paid holidays
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• Framebridge employee Free Frame codes and discounts
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• Short-term disability and Life/AD&D Insurance
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• Employee Assistance Program (EAP)
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• Ongoing learning and development opportunities
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• Commuter benefits
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• Pet insurance
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• And more!
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Salary Information:

The base range is $140,000 – $170,000 , plus potential performance bonuses. Final compensation depends on experience, qualifications, and location.

Framebridge, in good faith, believes that the posted salary range is accurate for this role at the time of posting. Compensation may vary based on relevant experience, qualifications, and location. This range may be modified in the future.

California Applicants:

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Equal Opportunity Employer:

Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Employment decisions — including hiring, promotion, and advancement — are made without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state, or local law.

Please note that employment with Framebridge is at-will. Either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.