Senior Director of Client Operations

3 weeks, 2 days ago
Full-time
Lead
Customer and Technical Support
Phoenix Ecommerce Technologies

Phoenix Ecommerce Technologies

Phoenix Ecommerce Technologies is the operating system of performance commerce. We unify storefronts, checkout, payments, and CRM into a single AI-native platform that helps direct response merchants make the most money, with the least headache, on their own terms.

information technology & services
11-50
Founded 2024

Description

  • Lead and scale the Client Services organization across customer support, onboarding, account management, and technical troubleshooting.
  • Establish service standards, response expectations, escalation frameworks, and customer success processes.
  • Build scalable workflows and systems to improve onboarding, implementation, and proactive client engagement.
  • Own resolution of critical merchant escalations, platform incidents, and complex technical support issues.
  • Manage severity response, root-cause analysis, escalation governance, and cross-functional communication during outages.
  • Develop customer health scoring, reporting frameworks, and operational dashboards for client health and support performance.
  • Track key metrics such as MRR, churn, retention, NRR, NPS/CSAT, response times, and resolution times.
  • Partner with Product, Engineering, CRM, Payments, Checkout, and Growth teams to translate merchant feedback into product priorities.
  • Support release planning, beta programs, feature adoption, rollout communication, and change management.
  • Help create customer education materials, onboarding resources, and support documentation.

Requirements

  • 7+ years of experience in Customer Success, Client Services, Account Management, or Support leadership.
  • 3+ years of experience managing high-performing customer-facing teams.
  • Experience in ecommerce, SaaS, subscription commerce, payments, or Shopify ecosystems.
  • Deep understanding of ecommerce operations, checkout systems, subscription billing, payment flows, and merchant success metrics.
  • Experience managing technical escalations and cross-functional operational workflows.
  • Strong analytical and operational mindset with experience using data to drive decisions.
  • Exceptional communication, leadership, and organizational skills.
  • Ability to operate effectively in a fast-paced startup environment.
  • Preferred: experience building or scaling a Customer Success, Client Services, or Support organization.
  • Preferred: experience with DTC ecommerce, direct response, subscriptions, checkout optimization, or payments.
  • Preferred: experience developing customer health scoring, SLA frameworks, onboarding processes, and operational dashboards.
  • Preferred: familiarity with automation, AI-assisted support, self-service tooling, or customer education systems.

Interested in this position?

Apply directly on the company website

Apply Now

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