Senior Director, Customer Support

Babylist

286d • $159,360 - $239,040

About The Position

As the Sr. Director of Customer Support at Babylist, you will set the vision, scale operations, and personally engage with users - while also ensuring every decision is based on data, user needs, and business impact. You’ll lead the Customer Support teams for Babylist and Babylist Health, balancing AI-powered automation with people-led interactions to create exceptional customer service experiences. This is a unique opportunity to shape the future of support at a company where “We Love Our Users” is our guiding principle.

Requirements

• 8-10+ years of experience managing and scaling teams in user-obsessed customer operations, fast-paced, consumer-tech environments.
• Experience in business operations and change management, particularly in optimizing backend workflows and enhancing customer-facing experiences.
• Experience in leading and collaborating across Product, Engineering, Merchandising, and Data teams.
• Proficient in analyzing large data sets, identifying trends, and translating insights into actionable strategies.
• Proven leader in guiding teams through extensive change management.
• Strong communicator with the ability to influence key stakeholders through data-backed recommendations.

Nice To Haves

• Experience leveraging AI-powered tools such as predictive analytics, chatbots, and automation.
• Ability to challenge the status quo intelligently, ensuring changes are deliberate, data-driven, and lead to measurable improvements.

Responsibilities

• Set the Vision for Exceptional Support: Define what world-class customer care looks like for growing families—where empathy, innovation, and efficiency come together.
• Turn Strategy into Action: Drive a high-impact roadmap that blends AI, automation, and human support to create seamless, personalized experiences.
• Redesign, Optimize and Invent Operational Workflows: Identify inefficiencies in backend processes and introduce solutions that scale.
• Be the Expert on What Users Need: Own the narrative on customer pain points by combining data and real user feedback.
• Scale AI Without Losing the Human Touch: Expand self-service solutions that drive efficiency while keeping interactions warm and personal.
• Optimize Health Support for Scale: Build streamlined, high-efficiency workflows that keep pace with Babylist Health’s rapid growth.
• Eliminate Friction, Improve Every Step: Pinpoint and remove pain points in the customer journey, refining policies and processes to create smoother experiences.
• Develop a Systems-Level Approach: Ensure that support operations are deeply integrated with the broader business strategy.

Benefits

• Company paid medical, dental, and vision insurance.
• Generous paid parental leave policy.
• 401(k) with company match.
• Flexible spending account.
• Paid leave (including PTO and parental leave).
• Stipend to help set up your office.
• Opportunities for career advancement.
• Wellbeing perks for physical, mental and emotional health, parenting, childcare, and financial planning.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior