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Senior Director, Customer Support - Remote Eligible
Redesign customer support workflows to enhance efficiency and user satisfaction.
Remote
1 week ago
✨ About The Role
- The Senior Director of Customer Support will set the vision and scale operations for Babylist and Babylist Health.
- This role involves balancing AI-powered automation with human-led interactions to create exceptional customer service experiences.
- The candidate will drive a high-impact roadmap that blends AI, automation, and human support to enhance user experiences.
- Responsibilities include redesigning and optimizing operational workflows to improve service delivery and operational effectiveness.
- The role requires owning the narrative on customer pain points by combining data and real user feedback to influence cross-functional teams.
âš¡ Requirements
- The ideal candidate has 8-10+ years of experience in user-focused customer operations within fast-paced consumer technology environments.
- A strong leader who can set long-term strategies while also managing daily user operations effectively.
- Proven experience in business operations and change management, particularly in optimizing backend workflows and enhancing customer experiences.
- Skilled in collaborating with cross-functional teams, including Product, Engineering, Merchandising, and Data, to drive meaningful improvements.
- Forward-thinking in leveraging AI-powered tools to streamline processes while maintaining a human touch in customer interactions.