Director of Customer Success Operations

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $122 000 - $194 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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iRESTORE

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2003

💄 Beauté

🔧 Matériel

🛍️ eCommerce

Beauty • Hardware • eCommerce

iRESTORE est une entreprise de santé et beauté grand public qui développe et vend des dispositifs de thérapie par lumière rouge / laser à faible intensité (LLLT) approuvés par la FDA, ainsi que des produits capillaires et de soins de la peau complémentaires pour traiter l'amincissement des cheveux et favoriser le rajeunissement de la peau. La marque commercialise des appareils portables à domicile (casques, bonnets) et des formules topiques, met l'accent sur les études cliniques et les recommandations de médecins, propose des questionnaires en ligne, des packs, un programme de garantie/retour, et vend principalement via sa boutique en ligne et des places de marché.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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)