Build and lead the customer service function, including hiring, training, and managing a high-performing team
Define the end-to-end customer support experience across email, phone, chat, and in-app channels
Implement and manage customer service platforms (HubSpot, Shopify, Salesforce)
Design and optimize workflows for support, returns, replacements, and issue resolution
Establish SLAs, quality standards, and performance metrics for the team
Implement modern tools including AI chat, automation, and ticket routing while maintaining a high-touch experience
Partner closely with product, engineering, and operations to resolve issues and improve the customer experience
Develop knowledge bases, self-service tools, and support content
Ensure a seamless experience across hardware (device) and software (app) support
Turn customer feedback into actionable insights to inform product and operational improvements

7–12+ years of experience in customer service or customer experience leadership
Experience building and scaling customer support teams from early stages
Experience supporting physical products and/or connected devices
Strong familiarity with HubSpot, Shopify, Salesforce, or similar platforms
Experience implementing customer service tooling including chat, phone systems, and automation
Strong operational and process design skills
Customer-first mindset with high standards for quality and responsiveness
Preferred: Experience in premium consumer products, health tech, or medical devices
Preferred: Experience supporting both hardware and software (app-based) products
Preferred: Familiarity with AI-driven customer support tools and modern CX platforms

Director of Customer Experience – Healthtech

Key skills