Director of Customer Experience

WHO WE ARE

LoadUp is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer-centric organization, revolutionizing the way home services are delivered.

We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work® and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).

OUR CORE BELIEFS

At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.

• Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
• Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
• Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
• Fellowship Matters - We believe there is power and connection in being present in the same physical space.
• Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
• Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
• Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.

ABOUT THE ROLE

We’re seeking a strategic, hands-on Director of Customer Experience to lead and scale our customer support, quality, and CX functions. This is an opportunity for a senior leader ready to step into a Director role—one who’s passionate about blending operational excellence with human-centered support to shape the future of a tech-enabled service company.

You'll lead a team of support specialists, operations managers, and systems leaders to deliver fast, seamless, and human-centered experience-across chat, phone, and self-service channels. As the voice of our customers, you'll work cross-functionally with Product, Supply Ops, Sales, and Marketing to champion insights and drive meaningful improvements across the business.

WHAT YOU'LL DO

Lead & Scale a High-Impact CX Team

• Oversee day-to-day operations across all channels (voice, SMS, email, chat).
• Manage, mentor, and grow a team of managers, team leads, and QA specialists.
• Build a culture of accountability, empathy, and performance.

• Own key CX metrics: CSAT, FCR, AHT, SLA.
• Design and execute a roadmap to elevate both customer and agent experience.
• Optimize support channels, tech stack, and self-service automation.

• Own our CX systems (Kustomer, Aircall, Help Center, etc.).
• Develop scalable systems for QA, training, onboarding, and scheduling.
• Create SOPs and escalation protocols that work in real life situations.

• Influence product and operations decisions with real customer insight.
• Collaborate closely with Product, Engineering, Marketing, and Operations.
• Ensure alignment between our digital platform and real-world service.

• Oversee escalations, refunds, and claims.
• Partner with Legal and Ops on incident response and safety processes.

WHAT YOU BRING

• 5-7+ years in customer experience, support, or CX operations, with at least 3 years in leadership.
• Experience in on-demand, logistics, or marketplace environments is highly preferred.
• Strong B2C background; B2B exposure is a bonus.
• Skilled in managing remote, distributed, or hybrid teams. 
• Fluent in support platforms and support KPIs.
• Comfortability working in a fast-paced, high-growth environment.

WHO YOU ARE