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Director of Customer Experience

1 month, 1 week ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
CRM
Apply Now
Dutch

Dutch

Dutch provides high-quality online veterinary care, offering 24/7 access to pet treatments and prescriptions delivered directly to pet owners.

Professional Services
11-50
Founded 2021
$43M raised
View All Jobs 6

Description

  • Define the member experience vision, roadmap, and standards across messaging, email, live support, prescription delivery, and other channels.
  • Lead and scale the customer experience organization, including hiring, onboarding, performance management, and team culture.
  • Own NPS, CSAT, retention, response times, SLA adherence, review ratings, refund rates, and cancellation metrics.
  • Build customer listening systems using surveys, tagging, trend analysis, and feedback reporting.
  • Partner with Product and Engineering to prioritize member pain points and improve the customer experience.
  • Coordinate with Clinical to create seamless transitions between veterinary care and member support.
  • Work with Growth to understand acquisition drivers and factors influencing retention.
  • Evaluate and improve CX tools, CRM systems, automation, help desk software, and AI-assisted workflows.
  • Ensure support quality standards and telehealth regulatory requirements are consistently met.
  • Audit the member experience, establish improvement roadmaps, and deliver measurable progress during the first year.

Requirements

  • 8+ years of customer experience or customer operations experience, including at least 3 years in a leadership role.
  • Experience building and scaling CX teams in a direct-to-consumer, health, or subscription company.
  • Track record of improving customer retention and satisfaction at scale.
  • Experience using CSAT, NPS, and related metrics as business drivers.
  • Strong people leadership skills, including hiring, team development, and culture building.
  • Experience influencing cross-functional teams in an environment where CX does not own every function.
  • Familiarity with CX tools such as Zendesk, Intercom, Kustomer, Gorgias, or Gladly.
  • Strong judgment regarding the use of AI and automation in customer support.
  • Excellent written and verbal communication skills.
  • Comfort working in a fast-moving, high-accountability startup; passion for animals is preferred.

Benefits

  • $150,000–$180,000 competitive salary range.
  • Health, dental, and vision insurance.
  • Life and disability insurance.
  • Flexible PTO and a robust holiday schedule.
  • Mental wellbeing options.
  • Retirement savings plan.
  • Growth opportunities.
  • Equal opportunity workplace with accommodations available throughout the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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