Director, Customer Experience

True Classic•Calabasas, CA

14h•Hybrid

About The Position

True Classic is hiring a Director, Customer Experience to own the end-to-end customer experience across Shopify DTC, TikTok Shop, Amazon, wholesale, retail, and emerging channels. The role sets the vision and operating plan for customer happiness and is accountable for the quality, speed, consistency, and loyalty created through customer interactions. The function operates in priority order: quality first, speed second, and cost third. This is an AI-native leadership role. The Director will build and operate a customer happiness function that combines external platforms such as Gorgias and Kodif with in-house automation and agents. The role will deploy AI across triage, routing, agent assistance, knowledge retrieval, and returns and refund processes, including agents that can take actions such as processing refunds, generating return labels, and updating orders. Automation must be governed carefully, with clear escalation to human support when appropriate. The Director will lead support operations across email, SMS, iMessage, live chat, social DMs, TikTok Shop, Amazon messaging, and voice, with channels flowing into a unified Gorgias queue. The role owns post-purchase support, order management, service standards, escalation protocols, proactive issue resolution, and the knowledge base. It also ensures a consistent experience across sales channels and geographies, including pre-purchase support that helps customers with fit, sizing, and product questions. The role leads a blended onshore and offshore team and BPO partners; owns ratings, reviews, and reputation management; and oversees the True Classic Insiders loyalty program. It is accountable for customer experience measurement and insight systems, from gathering customer signals to driving cross-functional action and permanently fixing recurring pain points. The Director partners with Marketing, Product, Merchandising, Operations, Supply Chain, Marketplace and Retail leaders, Data/Analytics, Engineering, and Finance. The position is hybrid, with three days per week in True Classic’s Calabasas, California office. Compensation includes a competitive salary and performance bonus. Benefits include unlimited PTO and sick time; company-paid medical, dental, and vision insurance; monthly health and workspace stipends; a free Employee Assistance Program; an annual True Classic merchandise allowance; and a 401(k) plan with a 3% company match.

Requirements

At least 8 years of experience in customer experience, customer service, or customer success.
Direct ownership of a customer-facing function at a high-growth DTC or e-commerce brand.
Experience leading onshore and offshore teams and managing BPO partners to a high standard.
Hands-on fluency with DTC customer service tools; Gorgias and Kodif or comparable platforms such as Kustomer, Richpanel, Gladly, or Zendesk are particularly important.
Experience with Shopify and Klaviyo.
Experience deploying automation and AI agents to resolve customer issues at scale, with sound judgment about when automation is appropriate.
Track record of building and improving systems such as knowledge bases, QA frameworks, SLAs, and staffing models.
Strong command of CX metrics, including CSAT, NPS, CES, first-contact resolution, contact rate, and cost per ticket, and understanding of their relationship to retention and LTV.
Ability to set a vision and execute it, including hands-on work in a fast-moving, lean environment.
Strong customer empathy and commitment to going the extra mile for customers.
Strong communication skills and ability to operate in a fast-moving, matrixed, omnichannel organization.

Nice To Haves

Experience owning customer experience across multiple sales and social channels, such as DTC, Amazon, TikTok Shop, Meta, wholesale, or retail.
Background in apparel, consumer goods, or another high-velocity, high-volume SKU business.
Experience running or scaling a loyalty or membership program.
Experience building in-house tooling or automations using low-code/no-code tools or in partnership with engineering.
International customer experience across multiple geographies, including familiarity with privacy and consumer-protection standards such as GDPR and CCPA.
Experience with ratings and reviews or reputation management tools such as Okendo, Trustpilot, Amazon, or Google.
Experience with reporting and dashboards and tools such as Looker, Omni, or BigQuery.
Experience with B2C technology such as Shopify, Klaviyo, Amazon, or Fuego.
Experience with AI-forward helpdesk and support automation platforms such as Gorgias, Kustomer, Richpanel, Gladly, Decagon, Siera, Siena, or Zendesk.
Strength in vision-setting, prioritization, distributed-team leadership, BPO and vendor management, systems thinking, process design, customer judgment under pressure, speed, ownership, and bias toward action.

Responsibilities

Set the customer happiness vision and translate it into a measurable operating plan, experience standards, and roadmap.
Operate the function according to the stated priority order of quality first, speed second, and cost third.
Own the customer happiness technology stack, including helpdesk, AI automation, Shopify, Klaviyo, and integrations.
Build and govern AI agents and automation for triage, routing, agent assistance, knowledge retrieval, refunds, returns, and order updates; determine when to escalate to human support.
Develop measurement for automation and support performance, including deflection, autonomous resolution, cost per ticket, throughput, and quality.
Run day-to-day support across email, SMS, iMessage, live chat, social DMs, TikTok Shop, Amazon messaging, and voice, meeting response and resolution SLAs.
Own order tracking, lost-shipment investigation, returns, exchanges, refunds, and replacements; establish escalation tiers and personally manage high-priority escalations as needed.
Identify and resolve customer issues proactively, including shipping delays and at-risk orders.
Own and maintain the customer and agent knowledge base and FAQ as an accurate source of truth.
Ensure interactions meet brand, quality, compliance, and cross-geography data privacy standards.
Maintain consistent policies, voice, and service levels across DTC, marketplaces, wholesale, retail, and geographies.
Improve pre-purchase and consideration-stage experiences, including fit, sizing, and product-question support, to support conversion and reduce avoidable contacts.
Partner with channel owners to ensure marketplace and retail experiences reflect True Classic’s service standards.
Lead, coach, and grow onshore and offshore teams and manage BPO partners, including onboarding, training, quality, and performance.
Build team systems, including knowledge bases, QA frameworks, performance standards, staffing and coverage models, and escalation paths.
Plan staffing, capacity, and automation for peak periods, including BFCM, Prime Day, and product launches.
Own ratings and reviews across on-site product reviews, Amazon, Google, Trustpilot, the App Store, social, and other review sites and forums.
Build review monitoring, response, and escalation systems; design post-purchase flows and incentives to increase honest, positive reviews and improve ratings.
Use review and rating insights to inform product, fit, and experience improvements; establish and enforce review-response standards.
Own the strategy, performance, and roadmap for the True Classic Insiders loyalty program and connect it to retention, advocacy, and Marketing.
Own the customer happiness scorecard, including CSAT, NPS, CES, first-contact resolution, response and resolution times, contact rate, cost per ticket, throughput, refund save rate, support-generated revenue, retention, and LTV connections.
Capture and structure customer signals from support conversations, feedback, reviews, return reasons, and behavior; analyze them and recommend high-impact improvements.
Close the loop on individual customer issues and route systemic insights to Product, Merchandising, Operations, and Marketing through to resolution.
Report performance in real time and communicate where the experience is succeeding or slipping and what actions are underway.
Partner with Marketing on brand voice, lifecycle, and the customer journey; with Merchandising and Product on fit, quality, and assortment; and with Operations and Supply Chain on fulfillment, shipping, and returns.
Align with Marketplace and Retail leaders on consistent service across Amazon, TikTok Shop, wholesale, and stores.
Collaborate with Data/Analytics and Engineering on reporting and in-house tooling, and with Finance on staffing, BPO spending, and cost-to-serve.