Director of Customer Experience

Tombot•Santa Clarita, CA

1h•$140,000 - $175,000•Onsite

About The Position

Tombot is seeking a Director of Customer Experience to build and lead the post-sale customer experience function as the company scales across both direct-to-consumer and business-to-business channels. This role will create the people, processes, systems, and operating rhythms needed to support customers at scale. The Director will lead customer support operations, oversee the people and process side of technical support, serve as a key stakeholder in the customer-facing portion of the RMA process, and build feedback loops that help improve the customer experience, internal processes, and the product itself. This is a hands-on leadership role for someone who has built support functions before, enjoys creating structure from ambiguity, and understands how customer support can become a strategic source of product and business insight. The ideal candidate has experience supporting a technology-enabled, hardware, robotics, medical device, health technology, consumer electronics, or other complex product environment. Experience with FDA-regulated products, complaint handling, CAPA processes, or quality system environments is strongly preferred. Tombot is building a product that customers, families, care partners, healthcare organizations, senior living communities, and institutional partners may rely on in deeply personal moments. The support experience must be clear, responsive, compassionate, consistent, and operationally disciplined. As Tombot grows, this leader will help build a support function that is ready for higher volume, more complex customer segments, stronger product feedback loops, and future regulated product requirements.

Requirements

Bachelor’s degree preferred, or equivalent relevant experience.
8+ years of experience in customer support, customer experience, technical support operations, customer success, service operations, or a related function.
3+ years of experience leading and developing support teams.
Experience supporting a technology-enabled, hardware, robotics, consumer electronics, medical device, health technology, or other complex product environment.
Experience supporting both B2C and B2B customers.
Experience building teams, processes, systems, and support infrastructure in a startup, early-stage, or high-growth environment.
Experience partnering cross-functionally with Product, Engineering, Operations, Quality, Sales, Marketing, and leadership teams.
Experience using customer support data to improve processes, customer experience, product outcomes, and operational performance.
Experience using automation and AI tools for both customer support and operational support to help improve efficiencies and effectiveness.
Proven ability to build, lead, and scale customer support and technical support teams, including hiring, training, coaching, performance management, and team structure.
Strong experience creating scalable support operations, including ticketing workflows, escalation paths, service standards, troubleshooting guides, SOPs, customer communication templates, and reporting routines.
Strong customer judgment, with the ability to balance empathy, clarity, consistency, policy, operational realities, and business needs when resolving customer issues.
Ability to use support data, RMA trends, product issue patterns, customer satisfaction metrics, and escalation data to identify root causes and improvement opportunities.
Ability to translate customer issues into actionable feedback for Product, Engineering, Quality, Operations, and leadership.
Strong cross-functional communication skills, including the ability to explain customer issues, product concerns, support trends, and operational risks to both technical and non-technical audiences.
Comfort operating in a startup environment where priorities shift, processes need to be built, and leaders are expected to be both strategic and hands-on.

Nice To Haves

Experience supporting FDA-regulated products, medical devices, health technology, robotics, hardware, consumer electronics, or other complex products.
Familiarity with RMA processes, product issue tracking, customer complaint handling, quality systems, or CAPA processes.
Experience implementing or improving customer support tools such as Zendesk, Gorgias, Intercom, Help Scout, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, or similar platforms.
Experience building knowledge bases, self-service support models, customer education resources, training materials, and scalable support documentation.
Experience supporting products sold through multiple channels, including direct-to-consumer, healthcare, institutional, senior living, retail, or enterprise channels.
Experience creating customer experience dashboards, support KPIs, customer satisfaction programs, Voice of Customer programs, or closed-loop product feedback processes.

Responsibilities

Build and lead Tombot’s customer experience and support function across both B2C and B2B customer segments, including individual consumers, family caregivers, healthcare organizations, senior living communities, and institutional partners.
Establish scalable support processes, workflows, escalation paths, service standards, documentation, and operating rhythms that allow the team to deliver timely, consistent, and empathetic support as customer volume grows.
Oversee the people, process, and performance side of technical support, ensuring the team has the training, tools, troubleshooting workflows, and cross-functional escalation paths needed to resolve customer issues effectively.
Serve as a key stakeholder in the customer-facing portion of the RMA, returns, replacements, repairs, and product issue resolution process, partnering closely with Operations, Quality, Product, and Engineering.
Build customer feedback loops and reporting that identify support trends, recurring product issues, customer pain points, RMA drivers, and opportunities to improve the customer experience, internal processes, and product.
Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options.
Establish, monitor, and optimize key performance indicators including CSAT, NPS, first contact resolution, response times, handle times and SLA compliance rate.
Hire, coach, and develop a high-performing support team while building a culture of service, accountability, continuous improvement, and customer advocacy.
Partner with Quality and Regulatory teams to ensure support documentation, issue tracking, complaint handling, and escalation processes can scale into a more regulated product environment, including future FDA and CAPA-related requirements.