Senior Director, Customer Service

Wyze•Kirkland, WA

16h

About The Position

We're hiring a Senior Director, Customer Service who will own Wyze’s customer support strategy and operations — globally. You’ll run the teams and systems that define how customers experience Wyze when something goes wrong, and you’ll be the driving force in preventing those moments from happening in the first place. In this role, you’ll partner closely with Product, Engineering, Marketing, Security, Legal, and Operations to ensure we ship changes customers can actually navigate — and that support teams are ready before anything goes live. You’ll also oversee outsourced vendor operations in the Eastern US and the Philippines, holding them to Wyze’s standards for quality and consistency.

Requirements

At scale experience in customer support, customer experience, or service operations
A track record of driving cross-functional initiatives that span support, product, operations, and customer communication.
A deep data-forward approach — you've stood up the dashboards, defined the metrics that actually matter, and built the cross-functional habit of turning contact data into product and process decisions, not just reporting on it after the fact.
Hands-on experience deploying AI or automation in a support environment — chatbots, LLM-powered agent assist, deflection tooling, or similar — with demonstrable impact on cost and volume.
Strong operational judgment — you improve processes, systems, and quality without needing every answer handed to you.
Experience managing both internal teams and outsourced vendor environments.
The ability to translate customer pain into concrete improvements across tooling, messaging, and product experience.
Excellent written and verbal communication skills, especially in high-stakes or customer-impacting situations.
Experience building agent readiness and launch preparedness programs for product or service changes.

Responsibilities

Own the global customer service strategy, operating model, and execution — from support systems and tooling to community and social channels.
Reduce avoidable support volume by identifying root causes of friction, then partnering cross-functionally to fix them upstream.
Lead the evaluation and adoption of AI tools — including chatbots, agent-assist, and automated deflection — to reduce cost-to-serve and handle routine contact volume without sacrificing customer experience.
Build a clear-eyed view of where AI adds value vs. where human judgment is essential, and design support workflows accordingly.
Lead readiness for every major launch, migration, or service change — ensuring agents have the right training, messaging, workflows, and escalation paths before customers are affected.
Drive self-service success rates and reduce ticket volume across onboarding, account recovery, 2FA, and other high-volume journeys.
Maintain operational integrity of support systems — including bot routing, escalation paths, workflow monitoring, and follow-through when failures surface.
Oversee outsourced support vendors in the Eastern US and the Philippines, ensuring quality, calibration, and tight integration with internal teams.
Represent customer support in cross-functional planning and business reviews, translating contact patterns and pain points into product and process improvements.
Connect support work to business outcomes: retention, revenue, product adoption, and customer trust.