Customer Service Representative
TP
Director of Customer Experience
LoadUp
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $145,000 per year
Job Level
Lead
About the role
- 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.
- Shape and 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.
- Drive CX Operations Excellence and 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.
- Be the Voice of the Customer by influencing 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.
- Manage escalations, refunds, and claims in partnership with Legal and Ops on incident response and safety processes.
Requirements
- 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.
Benefits
- Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
- Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
- Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
- 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
- Employee Recognition Program – Get rewarded and celebrated for your hard work and contributions.
- Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
- Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
- Growth with Purpose – We're a scaling company where leadership roles evolve. You'll have the opportunity to grow alongside the business and shape its future.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CX metricsCSATFCRAHTSLAQA systemstraining systemsonboarding systemsscheduling systemsself-service automation
Soft skills
leadershipmentoringaccountabilityempathyperformance managementcollaborationinfluencingcommunicationproblem-solvingadaptability
