About the role
<p><span style="color: rgb(59, 60, 54); font-size: 12pt; font-family: helvetica, arial, sans-serif;">True Classic is hiring a&nbsp;<span style="color: rgb(75, 75, 105);"><strong>Associate Director, Customer Experience</strong></span> to own the entire customer experience across every channel we sell on — Shopify (DTC), TikTok Shop, Amazon, wholesale, and retail. This role is accountable for how every customer feels after they meet us: the resolution of every question, the speed of every reply, the consistency of every interaction, and the loyalty we earn on the other side of it. You'll set the vision for what world-class customer happiness looks like at True Classic — and then go build and run it.</span></p> <p><span style="color: rgb(59, 60, 54); font-size: 12pt; font-family: helvetica, arial, sans-serif;">The mandate is anchored in the post-purchase experience, but it doesn't stop there. We want this leader to look up the funnel — pre-purchase questions, sizing and fit help, the moments that turn a browser into a buyer — and make the experience feel like one brand no matter where a customer finds us. Same voice, same standards, same care, whether someone buys on TikTok Shop at midnight or walks into a retail store on a Saturday.</span></p> <p><span style="color: rgb(59, 60, 54); font-size: 12pt; font-family: helvetica, arial, sans-serif;">This is an AI-native role by design. We're building the customer happiness function of the future — a blend of in-house-built automation and best-in-class external tooling that lets us resolve faster, personalize deeper, and care at a scale that wasn't possible a few years ago. You should be the kind of operator who reaches for technology to solve a customer pain point before you reach for headcount — and who knows exactly when to let a human take over.</span></p> <p><span style="color: rgb(59, 60, 54); font-size: 12pt; font-family: helvetica, arial, sans-serif;">How we run it isn't negotiable. Customer Happiness operates on three dimensions in <strong>strict priority order — Quality first, Speed second, Cost third</strong> — and every metric ladders into one of the three. We never trade down the order. The service bar is Ritz-Carlton, Nordstrom-level: anticipate problems and resolve them before they become a thing, and when a customer does reach out, make it right no matter what, at the fastest possible speed. Support here is not a cost center — it's an <strong>acquisition engine</strong> through public reputation and pre-purchase help, an <strong>LTV engine</strong> through fast, fair resolutions and loyalty, and an <strong>efficiency engine</strong> through AI and automation. You'll own all three.</span></p> <p><span style="color: rgb(59, 60, 54);