Director of Customer Service

IMPORTANT: Industry Experience Required

We are only considering candidates who have direct experience in DTC & eCommerce.

We will not consider applicants without this background.

Mission

Deliver a world-class customer experience that reinforces Freebird’s brand promise, supports scalable growth, and transforms customer feedback into a driver of product and marketing improvement. Lead the evolution of our support infrastructure by implementing automation, improving help center content, launching new channels (phone and 24/7 chat), and leading a lean, high-performing team.

Freebird is a 9-figure, founder-led consumer brand with over 1 million customers and momentum across DTC, retail, marketplaces, and international expansion. We’ve built a high-performance team and a beloved brand — and now we’re looking for a customer experience leader who can help us scale with excellence.

Outcomes (What Success Looks Like)

1. Customer Experience & Satisfaction

• Maintain CSAT >94% and First Response Time <10 minutes across all channels
• Launch and manage a 1-800 phone support channel with clear KPIs and staffing plan
• Implement a tiered support model to prioritize high-value or complex tickets

2. Automation, Help Center & AI

• Maintain a help center that deflects 25%+ of inbound volume
• Implement AI tools and automations that reduce handle time and keep headcount lean
• Optimize macros and workflows across email, chat, and SMS to increase speed and resolution rates

3. Operational Efficiency

• Maintain lean staffing with <2,300 tickets per agent per month
• Own CX forecasting and capacity planning based on acquisition projections and seasonal volume
• Improve ticket categorization and reporting to surface trends and improve resourcing

4. Voice of Customer System

• Create a structured system for capturing and sharing customer feedback
• Deliver weekly insights to Product, Retention, and Creative to improve customer experience
• Ensure customer friction points are elevated with clear, actionable data

5. Team Development & Leadership

• Lead, coach, and develop a high-performing support team and QA function
• Build clear KPIs, growth plans, and feedback loops for team development
• Foster a culture of speed, ownership, and customer obsession

6. Executive Leadership & Problem Solving

• Sit on Freebird’s leadership team and act as the voice of the customer in strategic discussions
• Partner with other department heads to solve cross-functional problems that impact customer experience
• Ensure customer insights help shape product strategy, marketing messaging, and operational improvements

Competencies (What You Bring)

• Customer Centricity – Deep empathy for customers; strong advocate for their voice inside the company
• AI & Automation Fluency – Comfortable evaluating and implementing tools to drive automation and efficiency
• Operational Rigor – Skilled in forecasting, staffing, and building processes that scale
• Team Leadership – Inspires trust and drives accountability; experienced managing remote support teams
• Analytical Insight – Extracts insights from ticket data to guide decisions and track improvements
• Cross-Functional Collaboration – Works across product, marketing, and retention to influence change
• Bias for Action – Acts quickly, avoids over-engineering, and drives forward progress
• Startup Fit – Scrappy, adaptable, and thrives in fast-paced, high-growth environments

Requirements

• 3–5+ years of CX leadership experience in a DTC, eCommerce, or CPG business

• Proven success implementing automation tools and launching new support channels
• Hands-on experience with Gorgias, Shopify, and ticket classification/reporting systems
• Strong background in team management, hiring, training, and QA in a remote environment
• Comfortable reporting metrics and making CX performance visible to the executive team