Director of Customer Experience

1 month, 1 week 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

Similar Roles

IT Support Lead

FiscalNote 251-1K Diversified Financial Services

FiscalNote is hiring a Remote IT Support Lead to manage day-to-day L1/L2 support operations, coach a small support team, and keep employee technology services reliable and efficient worldwide.

LLM macOS
38 minutes ago

Manager, Veeva Vault Administration (Contract)

Alimentiv 251-1K Professional Services

Alimentiv is hiring a Manager, Veeva Vault Administration to oversee the administration, compliance, and operational delivery of its Veeva Vault Clinical platform in support of clinical operations.

45 minutes ago

Admissions Concierge (Customer Experience)

Admissions Concierge at a global education network, serving as the first point of contact for prospective families and guiding them from initial inquiry through campus visit scheduling while supporting admissions operations and parent experience.

56 minutes ago

Senior Manager, Network Operations

Marqeta 251-1K Diversified Financial Services

Marqeta is hiring a Senior Manager, Network Operations to lead its network team through a modernization of cloud and corporate infrastructure while maintaining highly reliable service across AWS, colocation POPs, and office networks.

AWS Cisco Terraform
59 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers