Director of Customer Support

Centr • Norco, CA

19d

About The Position

We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.
This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.
You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.
This is a build-and-transform role. Your mandate is to design the system, team, and playbook for 2026 and beyond.

Requirements

• 8–12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
• Deep, hands-on expertise with Gorgias
• Proven track record deploying automation, AI, and self-service at scale
• Comfortable owning CX tradeoffs and making judgment calls
• Fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
• Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
• Able to build systems and roll up sleeves to dive into tickets to understand root causes
• Strong operator with high standards and low tolerance for chaos

Nice To Haves

• Experience supporting high-AOV physical products
• Background in fitness, health, or performance coaching
• Experience integrating voice support into modern CX stacks

Responsibilities

• Own the End-to-End Customer Support Strategy
• Gorgias Mastery & Automation Leadership
• Turn Support into a Revenue & Loyalty Engine
• Own CX Levers & Economics
• Be the Voice of the Customer

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed