Director of Customer Support (DTC and E-commerce) - Remote

Overview

We are on an ambitious journey to transform customer service from a cost center into a clear competitive advantage. As our Director of Customer Service, you will lead the transition from a primarily outsourced support operation to an in-house, high-performance Canadian team. You’ll spearhead the adoption of AI automation, elevate customer satisfaction, and embed revenue generation within the support function.

In Short

• Design and execute the transition plan to build a Canadian-based customer service team.
• Oversee hiring, onboarding, and development of an in-house team.
• Implement workforce management practices to optimize staffing and productivity.
• Lead the implementation of AI-powered chatbots and self-service tools.
• Partner with technology teams to integrate chatbot workflows with e-commerce platforms.
• Reduce customer service operating costs significantly within 6 months.
• Define and track performance metrics to ensure quality improvement.
• Develop and implement customer experience strategies.
• Launch and scale upselling and cross-selling initiatives.
• Coach and mentor team leads and agents, fostering engagement and growth.

Requirements

• Experience in customer service leadership and operational transformation.
• Strong background in AI and technology enablement.
• Proven track record in cost optimization and quality improvement.
• Excellent understanding of customer experience strategies.
• Ability to lead and develop teams effectively.
• Strong analytical skills to track performance metrics.
• Experience in e-commerce platforms like Magento and Kustomer CRM.
• Ability to implement automation tools and processes.
• Excellent communication and coaching skills.
• Passion for customer advocacy and innovation.

Benefits

• Opportunity to lead a transformational change in customer service.
• Work in a dynamic and innovative environment.
• Competitive salary and benefits package.
• Professional development and growth opportunities.
• Collaborative team culture focused on empowerment and accountability.