Associate Director, Customer Service

Scentbird

104d

About The Position

As Associate Director of Customer Experience (Tier I Support), you’ll lead the frontline engine of our CX organization. You will oversee Tier I support operations across multiple brands, ensuring world-class coverage in email, chat, AI-powered automations, and social media engagement/support. This leader will also manage our Social Media Support Team, guiding how we present ourselves on platforms like Facebook, Instagram, TikTok, and Trustpilot, resolving issues, protecting our brand reputation, and creating 'wow' moments in both public and private channels.

Requirements

• 7+ years of Customer Experience/Service leadership with at least 3+ years running Tier I or frontline operations in high-volume environments.
• Hands-on expertise with Kustomer, Digital Genius, Sprout Social, and customer reputation platforms like Trustpilot.
• Proven ability to balance operational discipline (queues, SLAs, cost-per-contact) with culture and customer obsession.
• Experience leading social media support teams, ideally in subscription or consumer brands.
• Strong cross-functional communicator, skilled at turning customer insights into actionable business priorities.
• Track record of building high-performing teams through coaching, QA frameworks, and career pathing.

Responsibilities

• Lead Tier I support operations across multiple brands, handling high-volume email, chat, and social media contacts with excellence.
• Own queue management, staffing, and SLAs within Kustomer; ensure coverage for First Response and Full Resolution targets.
• Drive high CSAT and NPS by embedding empathy, speed, and accuracy into every Tier I interaction.
• Partner with Digital Genius to tune email AI flows (intent detection, suggested replies, and self-service containment).
• Monitor chatbot performance; optimize deflection and escalation pathways for seamless customer experiences.
• Identify opportunities to reduce friction and improve cost-per-contact through automation, macros, and workflow refinements.
• Lead the Social Media Support Team using Sprout Social, ensuring consistent, on-brand responses across platforms.
• Own customer care on Trustpilot and other review channels; build playbooks for engagement, recovery, and brand defense.
• Partner with Marketing/Comms on social CX strategy, aligning brand voice with service standards.
• Hire, coach, and mentor Tier I agents and leads; build a culture of accountability, empathy, and continuous learning.
• Implement structured QA reviews and calibration sessions to ensure consistent service quality across channels.
• Create growth pathways for frontline talent into Tier II, QA, or automation-focused roles.
• Share frontline Voice of the Customer insights with Product, Engineering, Fulfillment, and Marketing to drive fixes and improvements.
• Quantify the impact of top contact drivers and present business cases for product or process changes.
• Ensure escalation pathways to Tier II and other departments are smooth, documented, and customer-first.

Benefits

• Competitive base compensation
• Bonus program
• Remote first
• Paid Time Off
• 401k with Company Match
• Medical, Dental, Vision, and Commuter Benefits
• Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts
• Complimentary Scentbird Membership
• A fun, creative and energetic work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees