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Director of Customer Service at Freebird. 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 . . . 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 . . Company Location: United States.