Director of Customer Success Operations

🕒 April 25

🏄 California – Remote

🏄 California – Remote

💵 $122k - $194k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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iRESTORE

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2003

💄 Beauty

🔧 Hardware

🛍️ eCommerce

Beauty • Hardware • eCommerce

iRESTORE is a direct-to-consumer health and beauty company that develops and sells FDA-cleared red light / low-level laser therapy (LLLT) devices and complementary hair and skincare products to treat hair thinning and promote skin rejuvenation. The brand markets at-home wearable hardware (helmets, caps) and topical formulas, emphasizes clinical studies and doctor endorsements, offers online quizzes, bundles, a warranty/return program, and sells primarily through its eCommerce storefront and marketplaces.

📋 Description

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows. • Evaluate, implement, and optimize CS platforms and tools. • Define and own KPIs, scorecards, and dashboards. • Establish a scalable quality management framework.

🎯 Requirements

• 8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands. • Proven experience scaling customer support operations in high-growth environments. • Strong background in AI, automation, CX platforms, and operational analytics. • Deep understanding of omnichannel support, quality management, and workforce planning. • Highly strategic, systems-oriented, and data-driven mindset. • Exceptional cross-functional communication and executive presence.

🏖️ Benefits

• Competitive compensation, including performance-based bonus • Unlimited PTO • Flexible schedule - Hybrid • Healthcare (medical, dental & vision) fully covered • Gym membership credit – your physical and mental health is super important • Kindle/Audible credits – We really value lifelong learning and personal development • Free iRESTORE Products! (In case you or someone you love is losing hair) • Paid maternity/paternity leave • Home Office Stipend (Hybrid work set-up)