Senior Director, Customer Support

Who We Are

Babylist is the trusted platform for millions of growing families. For over a decade, Babylist has been the technology solution for expecting parents and the community that supports them, expanding from baby registry into a full-service platform that helps parents make decisions with confidence, stay connected, and build happy and healthy families. Every year Babylist helps over 9M people make purchases through its registry, app, ecommerce shop, and comprehensive product guides. The Babylist ecosystem now includes Babylist Health, which provides access to products and services including insurance-covered breast pumps, Expectful, a new voice in health and wellness for pre-pregnancy through postpartum care, and The Push, a branded content studio that works with the biggest companies in the baby space. With over 59M monthly pageviews and 1.2M TikTok followers, Babylist is a generational brand leading the $88 billion baby product industry. To learn about Babylist’s registry options, editorial content, and more, visit www.babylist.com

Our Ways of Working

Our team spans multiple time zones, but real connection drives great work. We embrace remote flexibility, but twice a year, we come together—once as a company, once by department. These offsites aren’t just meetings; they’re key moments to collaborate, build trust, and strengthen the relationships that make us successful. Showing up every day matters.

What the Role Is

As the Sr. Director of Customer Support at Babylist, you will set the vision, scale operations, and personally engage with users - while also ensuring every decision is based on data, user needs, and business impact. You’ll lead the Customer Support teams for Babylist and Babylist Health, balancing AI-powered automation with people-led interactions to create exceptional customer service experiences. This is a unique opportunity to shape the future of support at a company where “We Love Our Users” is our guiding principle.

The ideal candidate is a data-driven builder with a strong sense of ownership. You have smart mental models about when to “bandaid” or break and completely rebuild processes to optimize for better outcomes. You have experience navigating change management, from backend workflow transformations to customer-facing improvements, and can balance short-term efficiency gains with long-term strategic impact. You think in terms of systems, designing scalable solutions that align technology, operations, and user experience. You’ll collaborate daily with fulfillment, data, engineering, and product teams to solve problems and develop innovative support solutions. This role reports to the Chief Product Officer.

Who You Are

• You bring 8-10+ years of experience managing and scaling teams in user-obsessed customer operations, fast-paced, consumer-tech environments.
• A leader who excels at both setting long-term strategy and diving into daily user operations. Skilled at scaling teams while maintaining a user-first approach.
• Deep experience in business operations and change management, particularly in optimizing backend workflows and enhancing customer-facing experiences.
• Experienced in leading and collaborating across Product, Engineering, Merchandising, and Data teams to drive meaningful, systems-level improvements that impact operations and drive positive business outcomes. 
• Forward-thinking in leveraging AI-powered tools such as predictive analytics, chatbots, and automation to streamline processes. Able to balance automation with people to improve efficiency while maintaining a human touch. Experienced in driving adoption and implementation of new technologies within teams.
• Highly proficient in analyzing large data sets, identifying trends, and translating insights into actionable strategies. Builds transparent reporting structures that provide company-wide visibility into support performance. Strong ability to use data storytelling to influence stakeholders and drive improvements.
• A proven leader in guiding teams through extensive change management, effectively navigating large-scale operational transformations to reach new levels of service excellence. Skilled at implementing new processes, technologies, and cultural shifts while keeping teams aligned, motivated, and focused on the end goal.
• A natural cross-functional collaborator who works seamlessly with fulfillment, data, engineering, and product teams. Breaks down silos to ensure customer insights drive company-wide improvements. Strong communicator with the ability to influence key stakeholders through data-backed recommendations.
• Someone who knows when and where to break current processes in pursuit of a better outcome. You challenge the status quo intel