Head of Customer Experience

Team Leadership & Development

• Lead and develop the CX team, including direct reports and agency partners, fostering a high-performance and brand-aligned culture
• Set clear performance expectations, run structured 1:1s, and build development paths for team members
• Own headcount planning and escalation protocols across all support channels

Customer Experience Strategy

• Define and continuously improve the end-to-end customer experience from first purchase through repeat and subscription
• Build and maintain a proactive CX strategy, not just reactive ticket resolution, that anticipates customer needs and reduces friction upstream
• Partner with ecommerce, retention, and product teams to surface CX insights that inform site, email, and product decisions

Operations & Tooling

• Own Gorgias configuration, tagging taxonomy, macro library, and reporting infrastructure
• Leverage AI tooling to improve response quality, deflection rates, and team efficiency without sacrificing brand voice
• Support evaluation and management post-purchase platforms including package protection (Route, Corso, etc.) and returns/exchanges solutions (Loop, Happy Returns, etc.), understanding how these tools affect the customer experience and business operations end-to-end
• Monitor and own key CX metrics: CSAT, first response time, resolution time, ticket volume trends, and repeat contact rate

Subscription & Retention Partnership

• Act as the CX lead on all subscription-related touchpoints including cancellations, pauses, failed payments, and reactivations, in close partnership with the retention team
• Identify churn signals surfaced through CX and escalate patterns with recommended solutions
• Support subscriber save flows and participate in retention strategy conversations

Cross-Functional Collaboration

• Serve as the voice of the customer in cross-functional meetings, bringing data and qualitative insight to ecommerce, growth, and product discussions
• Partner with operations on order issues, shipping, and fulfillment escalations
• Collaborate with email and retention on post-purchase flows, transactional communications, and CX-informed segmentation

Required Skills & Experience

• 3-5+ years of CX experience, with experience in a leadership role managing a team
• Experience at a DTC brand, ideally in wellness, supplements, beauty, or a subscription-first business
• Deep proficiency with Gorgias and a strong understanding of helpdesk architecture, automation, and reporting
• Hands-on experience with subscription platforms (Recharge, Stay, or similar) and an understanding of subscriber lifecycle touchpoints
• Experience managing or evaluating post-purchase platforms including package protection and returns/exchanges solutions, with an understanding of how these tools affect the customer experience end-to-end
• Strong analytical mindset, comfortable pulling CX data, identifying trends, and presenting findings to leadership
• Proven track record of building scalable processes and playbooks without losing the human touch
• Excellent written communication skills with the ability to maintain brand voice across all customer-facing content

Preferred Skills & Experience

• Experience implementing or managing AI tools within a CX workflow (response suggestions, deflection bots, tagging automation, etc.)
• Familiarity with Shopify, Recharge, and the broader DTC tech stack
• Hands-on experience with post-purchase platforms including package protection, returns management, and order tracking, with a point of view on how to evaluate, implement, or sunset these tools based on customer impact and business ROI
• Background in subscription retention or experience owning cancel/save flows directly
• Experience managing an outsourced CX agency or BPO alongside an internal team
• Knowledge of CSAT/NPS benchmarking and voice-of-customer programs

• A connector, not a soloist. You naturally bring CX insights to other parts of the business and look for ways to collaborate rather than protect territory
• Solutions-oriented. When something breaks, you're already thinking about how to fix it and prevent it from happening again
• A brand believer. You genuinely care about the customer and hold your team to a high standard of care and communication
• Data-driven but human. You use metrics to guide decisions but never lose sight of the fact that there's a real person behind every ticket
• Calm under pressure. You can manage a spike in volume, a PR moment, or a product issue without losing your composure or your team
• You’re a strong, empathetic leader who knows how to motivate and develop a team while creating a positive, supportive environment.
• Bonus: You have a personal interest in health & wellness, and are excited to be part of a mission-driven brand.