Sundays

Customer Support

• Define and execute the long-term strategy for Customer Care, ensuring alignment with company goals around loyalty, retention, and lifetime value.
• Champion the customer voice across the business and position Care as a brand differentiator.
• Lead a growing organization of 25+ in-house associates and an outsourced BPO, including developing leaders and creating career paths.
• Build a culture of empowerment, empathy, accountability, and data-driven performance.
• Drive operational excellence by owning key Care KPIs (CSAT, NPS, SLAs, efficiency) and implement systems, processes, and tools to scale.
• Oversee workforce planning, vendor management, QA, training, and knowledge management.
• Lead Care’s role in engagement, loyalty, and “Voice of the Customer” programs.
• Partner with Product, Ops, Tech, and Marketing to introduce new tools, automation, and policies that elevate customer experience. - including leading the selection and integration of a new CRM platform.

Director of Customer Care