Director of Customer Support (Remote, USA)

Who we are:

Stay Ai is powered by savvy DTC industry vets, who have each been building subscription programs for over ten years. We’ve worked with over 300+ subscription-focused CPG brands that have generated hundreds of millions in subscription revenue alone. Our product is shaped by lifelong marketers who specialize in acquisition and retention, not developers—and it shows.

We have amazing investors like Telescope Partners, with participation from Boulder Food Group, Riverpark Ventures, and Vanterra Capital. Previous investments were led by Watchfire Ventures, alongside industry leaders such as Nik Sharma (Sharma Brands) and Adam Turner (Postscript).

We are not afraid of challenging work and are excited to build the next big thing. Sound good to you? Then, please read more about our role!

Our culture:

We are dedicated to our work, but equally committed to celebrating our achievements. Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork. While we are remote-first as a company, we try to create opportunities to meet each other. That's why we organize annual offsite retreats in the beautiful setting of Park City, where we engage in exciting activities such as tubing, ATV rides, and hiking adventures!

Who you are:

As our Director of Customer Support, you're not just providing answers – you're shaping the way our users experience our brand. You'll lead the team and make sure every user feels heard, valued, and delighted with our service.

What You’ll Bring:

• 5+ years of experience in Customer Success/Support, with a proven track record of success in managing customer success teams at early-growth- or growth-stage startups

• Demonstrated experience in the Shopify Ecosystem

• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve exceptional results.

• Desire to support team in a player/coach position

• Experience rolling out segmented customer experiences and proven record of implementing a tech-touch and self-serve programs.

• Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders at all levels

• Demonstrated experience in leading and executing projects from inception to completion, with a focus on process optimization and efficiency.

• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.

• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.

Nice to haves:

• Experience within the CPG and/or subscription management space

• Experience managing support ticketing software