Director of Customer Experience

Job Title: Director of Customer Expdrience

Location: Remote / Hybrid - Team based in Vancouver, WA

Reports To: Chief Brand Officer

The Role:
We’re looking for a strategic, data-driven, and tech-savvy Director of Customer Experience to stitch together a modern, scalable CX strategy for one of the craft industry’s market leaders. You’ll lead the charge in weaving a customer-first mindset throughout the organization—threading together insights, empathy, and innovation to elevate every interaction. You’ll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction.

This is a high-impact role for someone who’s part strategist, part maker—ready to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and revenue. You’ll have the authority to shape hiring and development, design a returns process from scratch, and lead with a needle-sharp focus on metrics, coaching, and genuine connection.

Key Responsibilities

• Lead, mentor, and grow CX team across multiple craft brands
• Own team hiring, development, structure, and performance management
• Coach and develop supervisors
• Evaluate and optimize our Zendesk setup; build automation, views, macros, and reporting
• Lead the design and implementation of CSX AI tools to improve efficiency and personalization
• Build a customer-friendly returns process from the ground up
• Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
• Deliver clear, actionable performance reports to leadership — without fluff
• Collaborate across ops, brand, marketing, and finance to improve the full customer journey
• Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
• Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
• Constantly seek ways to do more with less: increasing quality and connection without overspending

Success in This Role Looks Like:

• KPIs are clearly defined, tracked, and visible — and team performance improves quarter over quarter
• The team is trained, engaged, and aligned with business goals
• Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
• Customers describe our service as the best in the industry
• You’ve created a high-performing team that’s both human and efficient — and you're proud of them

What You Bring:

• 5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
• Deep experience with Zendesk (admin level) and CX-focused AI tools
• Proven ability to coach managers and build scalable team structures
• Strong data literacy — you can build dashboards, find patterns, and make them actionable
• Experience working with NetSuite, Shopify, and support teams on operational tools
• Track record of launching new channels (like live chat) and building systems from scratch
• A customer-first mindset, but you understand that happy customers = business growth

You’ll Thrive Here If You:

• Lead with curiosity, not ego
• Love building things, not just maintaining them
• Enjoy helping people grow — especially other leaders
• See service as a key driver of brand, loyalty, and revenue
• Want to build something best-in-class — affordably

Our compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll will be eligible for the company's bonus plan and a wide range of benefits.

The starting pay range for this exempt/salary position is:

$80,000 to $90,000 per year.

Benefits

We offer a generous benefits package, including: 

• Multiple medical, dental and vision plan options after 30 days (with company contributions to the premium costs)
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short- and Long-Term Disability benefits
• 401(k) Retirement Savings Plan with Employer Match
• Generous paid time off and holiday pay policies
• Employee discounts at all Local Crafts companies!