Director of Customer Experience

1 hour, 52 minutes ago
Full-time
Executive
Customer and Technical Support
Bloom

Bloom

Bloom is a full-service workplace design consultancy that offers learning and growth experiences, talent advisory, HR advisory, and recruitment services. They specialize in building better workplace experiences through human-centered practices, inclusi...

Professional Services
11-50
Founded 2018

Description

  • Lead the customer experience strategy across all customer touchpoints.
  • Evaluate and improve customer service operations for fast, thoughtful, and consistent support.
  • Develop scalable systems, processes, and workflows to help the support team grow with the business.
  • Implement tools, reporting, and performance metrics to improve response times, resolution quality, and customer satisfaction.
  • Build and execute a customer retention strategy to increase repeat purchases and strengthen long-term relationships.
  • Analyze customer feedback, support tickets, and customer data to identify recurring issues and improvement opportunities.
  • Partner with marketing and product teams to inform product development, messaging, and campaign strategy.
  • Improve the post-purchase experience, including communication flows, order tracking, and loyalty initiatives.
  • Build and lead a high-performing customer experience team that reflects the brand’s values and voice.
  • Evaluate new technologies, tools, and automation that enhance the customer experience while maintaining a human touch.

Requirements

  • 7+ years of experience in customer experience, retention, customer support, or operations leadership.
  • Experience building or scaling customer support functions within a fast-growing e-commerce or consumer brand.
  • Strong expertise in customer retention with a track record of increasing repeat purchases and lifetime value.
  • Experience leading and developing customer support teams.
  • Strong operational thinking and experience building processes, systems, and workflows that improve efficiency.
  • Highly analytical and comfortable using customer data and feedback to guide decisions.
  • Excellent communication skills and the ability to represent a brand through customer interactions.
  • Ability to thrive in a fast-paced, entrepreneurial environment where priorities change quickly.
  • Proactive, solutions-oriented, and excited to improve systems from the ground up.
  • Experience with customer support platforms such as Gorgias, Zendesk, or similar tools is an asset.

Benefits

  • $120,000 - $140,000 annual salary.
  • 3 weeks of paid vacation per year.
  • 5 additional flex days.
  • $1,500 CAD annual health spending account.
  • $250 CAD annual period and menstrual budget.
  • $1,000 CAD annual allowance toward Poppy & Peonies products.
  • $400 CAD home office setup allowance.
  • Fully remote work across North America, with occasional travel opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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