Description
IMPORTANT: Industry Experience Required
We are only considering candidates who have direct experience in DTC & eCommerce.We will not consider applicants without this background.
Mission
Deliver a world-class customer experience that reinforces Freebird’s brand promise, supports scalable growth, and transforms customer feedback into a driver of product and marketing improvement. Lead the evolution of our support infrastructure by implementing automation, improving help center content, launching new channels (phone and 24/7 chat), and leading a lean, high-performing team.Freebird is a 9-figure, founder-led consumer brand with over 1 million customers and momentum across DTC, retail, marketplaces, and international expansion.
We’ve built a high-performance team and a beloved brand — and now we’re looking for a customer experience leader who can help us scale with excellence.
Outcomes (What Success Looks Like)
1. Customer Experience & Satisfaction
- Maintain CSAT >94% and First Response Time <10 minutes across all channels
- Launch and manage a 1-800 phone support channel with clear KPIs and staffing plan
- Implement a tiered support model to prioritize high-value or complex tickets
2. Automation, Help Center & AI
- Maintain a help center that deflects 25%+ of inbound volume
- Implement AI tools and automations that reduce handle time and keep headcount lean
- Optimize macros and workflows across email, chat, and SMS to increase speed and resolution rates
3. Operational Efficiency
- Maintain lean staffing with <2,300 tickets per agent per month
- Own CX forecasting and capacity planning based on acquisition projections and seasonal volume
- Improve ticket categorization and reporting to surface trends and improve resourcing
4. Voice of Customer System
- Create a structured system for capturing and sharing customer feedback
- Deliver weekly insights to Product, Retention, and Creative to improve customer experience
- Ensure customer friction points are elevated with clear, actionable data
5. Team Development & Leadership
- Lead, coach, and develop a high-performing support team and QA function
- Build clear KPIs, growth plans, and feedback loops for team development
- Foster a culture of speed, ownership, and customer obsession
6. Executive Leadership & Problem Solving
- Sit on Freebird’s leadership team and act as the voice of the customer in strategic discussions
- Partner with other department heads to solve cross-functional problems that impact customer experience
- Ensure customer insights help shape product strategy, marketing messaging, and operational improvements
Competencies (What You Bring)
- Customer Centricity – Deep empathy for customers; strong advocate for their voice inside the company
- AI & Automation Fluency – Comfortable evaluating and implementing tools to drive automation and efficiency
- Operational Rigor – Skilled in forecasting, staffing, and building processes that scale
- Team Leadership – Inspires trust and drives accountability; experienced managing remote support teams
- Analytical Insight – Extracts insights from ticket data to guide decisions and track improvements
- Cross-Functional Collaboration – Works across product, marketing, and retention to influence change
- Bias for Action – Acts quickly, avoids over-engineering, and drives forward progress
- Startup Fit – Scrappy, adaptable, and thrives in fast-paced, high-growth environments
Requirements
- 3–5+ years of CX leadership experience in a DTC, eCommerce, or CPG business
- Proven success implementing automation tools and launching new support channels
- Hands-on experience with Gorgias, Shopify, and ticket classification/reporting systems
- Strong background in team management, hiring, training, and QA in a remote environment
- Comfortable reporting metrics and making CX performance visible to the executive team
