VP, Customer Care & Support

Babylist

4d • $244,352 - $293,239 • Remote

About The Position

Babylist is hiring a VP of Customer Care and Support to lead their support organization end to end, across multiple product lines. This role will set the strategy for the operating model, policies, and team structure that define the support experience. The VP will report directly to the CFO/COO, with two direct reports and a broader team of 100+ across agents and ops, a mix of internal and outsourced. The role offers the opportunity to build and shape the organization to support Babylist’s long-term ambitions.

Requirements

• Run customer support for a complex, multi-product consumer business at a modern, tech-forward company, where the surface area kept expanding.
• Operated at the VP-level, owning support strategy and outcomes for the full function, not just a piece of it, with real accountability to the executive team.
• Experience evolving a support org over time: what it looked like when you got there, what you changed or rebuilt, and why.
• Fluent in modern support tooling and AI, with real opinions on where the industry is headed and what great support looks like.
• Built and led people leaders, not just individual contributors, with real tenure in the seats, enough to have gone through multiple performance cycles and periods of company change and evolution.
• Thinks about support economics in ROI terms, not pure cost: can make the case for spending more where it improves the experience, and driving efficiency where it doesn't.
• Comfortable owning customer facing policy, not just enforcing it. Bring outside benchmarks and internal data to champion change, and take that point of view to Commercial, Supply Chain and Finance stakeholders to drive alignment.
• Comfortable in an environment where multiple consumer experience and service offerings adds real complexity to SLAs and queue management.
• Naturally reach for AI in your work. At Babylist, every team uses AI daily. Already using it to move faster and improve output, and stay curious about what's coming next.

Nice To Haves

• Experience with consumer health or another regulated, consumer privacy focused support environment is a plus.

Responsibilities

• Set the strategy and operating model for support across all of Babylist, translating that into the staffing, structure, and incident reduction work needed to deliver on it.
• Build the operating model for how AI and human agents work together, shifting agent time away from low-value tickets and toward the interactions that actually define the experience.
• Bring a strong point of view on CS internal and customer facing policies, support channels, SLAs, and drive those changes through with cross-functional partners.
• Partner with the Fulfillment and Operations Engineering and Business Operations team that owns support tooling and AI systems as a sophisticated, demanding stakeholder, not the implementer.
• Represent the customer in cross-functional forums, working with Marketing to keep the Babylist voice consistent across social and support channels.
• Continually evaluate and evolve the org structure to cover analytics and operations work as the Babylist experience evolves.

Benefits

• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Winter Wonder Week: the whole company takes a paid week off at the end of the year, whether or not you celebrate anything, so everyone's out at once and comes back refreshed
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

What This Job Offers

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