Director of Customer Experience - Remote

Overview

Join Archive in our mission to change consumer shopping behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance.

In Short

• Lead and scale customer support operations across a global network.
• Manage a diverse international team of support professionals.
• Develop comprehensive customer support strategies.
• Establish performance metrics and career development pathways.
• Foster a customer-centric culture focused on excellence.
• Implement scalable support processes for various customer segments.
• Build multi-language support capabilities for international markets.
• Collaborate with cross-functional teams to enhance customer experience.
• Optimize customer support tools and technologies.
• Utilize data-driven insights to drive continuous improvement.

Requirements

• 7+ years of customer support experience with 3+ years in leadership roles.
• Strong leadership skills with experience managing diverse teams.
• Experience managing distributed teams across multiple time zones.
• Proven track record in scaling support operations in startups.
• Proficiency with customer support platforms (e.g., Zendesk, Salesforce).
• Excellent written and verbal communication skills.
• Experience in multi-language, international customer support.
• Ability to thrive in fast-paced environments.
• Familiarity with e-commerce and digital marketplace support models.
• Previous experience in high-growth technology companies.

Benefits

• Opportunity to lead a growing global team.
• Impactful role in shaping customer experience.
• Work in a mission-driven company focused on sustainability.
• Collaborate with top brands in the resale market.
• Flexible work environment.