Smalls
B2C • eCommerce • Pet Care
Smalls is a provider of high-quality cat food, offering ultra-high protein meals that are gently cooked without fillers, preservatives, or artificial ingredients. They focus on health and nutrition for cats, promising notable health improvements for pets after switching to their products. Customers can subscribe for monthly deliveries and customize their plans based on their pets' needs, along with a satisfaction guarantee that includes free treats for life.
11 - 50 employees
Founded 2016
👥 B2C
🛍️ eCommerce
Director of Customer Experience
Job not on LinkedIn
October 23
🇺🇸 United States – Remote
💵 $140k - $160k / year
⏰ Full Time
🔴 Lead
💝 Customer Support
🦅 H1B Visa Sponsor
Smalls
B2C • eCommerce • Pet Care
Smalls is a provider of high-quality cat food, offering ultra-high protein meals that are gently cooked without fillers, preservatives, or artificial ingredients. They focus on health and nutrition for cats, promising notable health improvements for pets after switching to their products. Customers can subscribe for monthly deliveries and customize their plans based on their pets' needs, along with a satisfaction guarantee that includes free treats for life.
11 - 50 employees
Founded 2016
👥 B2C
🛍️ eCommerce
📋 Description
• Transform our CS org from a reactive support function into a proactive experience driver that builds loyalty and grows revenue in directly measurable ways. • Identify and champion opportunities to go above and beyond for customers in places that matter. • Set, monitor, and analyze performance metrics to continuously improve service quality and efficiency. • Keep a pulse on emerging CX technologies, particularly in AI and automation.
🎯 Requirements
• 7+ years of experience leading customer experience / support teams. • Experience in a fast-paced, growth-stage DTC or subscription start-ups. • A track record of scaling teams and systems while maintaining excellent service and a strong sense of brand. • Strong analytical chops and comfort using data to guide decisions. • Deep curiosity about new technologies (especially AI) and how they can make customer experiences smarter and more personal. • Excellent communication, empathy, and leadership skills.
🏖️ Benefits
• Fully paid Health, Vision, and Dental insurance. • 4-day work week. • Unlimited PTO. • Free cat food every month.
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