Job Description
At careerzynith, we're on a mission to revolutionize the craft industry by delivering unparalleled customer experiences that drive loyalty, retention, and revenue. As a strategic, data-driven, and tech-savvy Director of Customer Experience, you'll play a pivotal role in shaping our customer-centric approach, leading a high-performing team, and driving business growth through exceptional service delivery.
- *About careerzynith**
careerzynith is a market leader in the craft industry, renowned for its innovative products, exceptional customer service, and commitment to excellence. With a strong presence in Vancouver, WA, and a growing global footprint, we're dedicated to empowering our customers to unleash their creativity and bring their ideas to life.
- *The Role**
As our Director of Customer Experience, you'll be responsible for leading the charge in weaving a customer-first mindset throughout our organization. You'll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction. This is a high-impact role for someone who's part strategist, part maker – ready to roll up their sleeves and craft exceptional experiences that drive business growth.
- *Key Responsibilities**
- Lead, mentor, and grow a high-performing CX team across multiple craft brands
- Own team hiring, development, structure, and performance management
- Coach and develop supervisors to ensure they're equipped to lead and grow their teams
- Evaluate and optimize our Zendesk setup, building automation, views, macros, and reporting to drive efficiency and personalization
- Lead the design and implementation of CSX AI tools to improve efficiency and personalization
- Build a customer-friendly returns process from the ground up, ensuring seamless and hassle-free experiences for our customers
- Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
- Deliver clear, actionable performance reports to leadership – without fluff
- Collaborate across ops, brand, marketing, and finance to improve the full customer journey
- Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
- Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
- Constantly seek ways to do more with less: increasing quality and connection without overspending
- *Success in This Role Looks Like**
- KPIs are clearly defined, tracked, and visible – and team performance improves quarter over quarter
- The team is trained, engaged, and aligned with business goals
- Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
- Customers describe our service as the best in the industry
- You've created a high-performing team that's both human and efficient – and you're proud of them
- *Requirements**
- 5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
- Deep experience with Zendesk (admin level) and CX-focused AI tools
- Proven ability to coach managers and build scalable team structures
- Strong data literacy – you can build dashboards, find patterns, and make them actionable
- Experience working with NetSuite, Shopify, and support teams on operational tools
- Track record of launching new channels (like live chat) and building systems from scratch
- A customer-first mindset, but you understand that happy customers = business growth
- *You'll Thrive Here If You**
- Lead with curiosity, not ego
- Love building things, not just maintaining them
- Enjoy helping people grow – especially other leaders
- See service as a key driver of brand, loyalty, and revenue
- Want to build something best-in-class – affordably
- *Benefits**
Our compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll be eligible for the company's bonus plan and a wide range of benefits.
- Starting pay range: $80,000 to $90,000 per year
- Multiple medical, dental, and vision plan options after 30 days (with company contributions to the premium costs)
- Healthcare Savings and Flexible Spending Accounts
- Company-paid Life, Short- and Long-Term Disability benefits
- 401(k) Retirement Savings Plan with Employer Match
- Generous paid time off and holiday pay policies
- Employee discounts at all careerzynith companies!
- *How to Apply**
If you're a customer experience rockstar looking for a new challenge, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about how you can help us craft exceptional experiences for our customers.
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