Director of Customer Support

• →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

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

By the end of 2026, you will have:

• Achieved 65%+ of tickets resolved via one-touch or automation
• Improved CSAT by 30%+ while scaling volume materially year-over-year
• Reduced overall refund rate to ~8% without harming customer trust
• Built a scalable omni-channel support model across DTC, subscriptions, and retail
• Deployed Gorgias automations, AI workflows, and self-service flows as first-class infrastructure
• Demonstrated measurable revenue uplift via support-led upsell, cross-sell, and save initiatives
• Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops

Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.