Director of Customer Experience

🕒 August 19

🏄 California – Remote

🏄 California – Remote

💵 $150k - $180k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 4%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dutch Vet

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

☁️ SaaS

💰 $18M Series B - Dutch on 2023-10

Healthcare • Consulting • SaaS

Dutch Vet is an online veterinary telehealth and pet care membership service that offers 24/7 video consults and unlimited messaging with licensed U. S. veterinarians, personalized treatment plans, and prescription fulfillment shipped to pet owners' doors. The company serves dog and cat owners through an annual subscription model covering multiple pets, a digital health dashboard, and an online pharmacy with preventive and prescription medications.

📋 Description

• Define the vision and roadmap for a world-class Dutch member experience across messaging, email, live support, prescription delivery, and other channels • Lead and grow the CX team, including hiring, onboarding, performance management, and team culture • Build scalable support systems while maintaining warmth and responsiveness • Own NPS, CSAT, member retention, response times, SLA adherence, review site ratings, refund rate, and cancellation metrics • Build listening infrastructure using surveys, tagging, and trend analysis to turn member feedback into product and operational insights • Partner with Product and Engineering to surface and prioritize member pain points • Partner with Clinical to ensure seamless handoffs between veterinary care and member support • Partner with Growth to understand member acquisition and retention drivers • Evaluate, own, and improve CX technology, including help desk software, CRM, automation, and AI-assisted workflows • Ensure support interactions meet quality standards and regulatory guidelines for a telehealth environment • Report directly to the VP of Operations and collaborate with Clinical, Product, Engineering, Marketing, and Finance • Audit the member experience, build an organizational roadmap, make key hires, and improve core metrics

🎯 Requirements

• 8+ years of customer experience or customer operations experience • At least 3 years in a leadership role • Experience building and scaling CX teams at a DTC, health, or subscription company • Track record of improving customer retention and satisfaction at scale • Experience owning CSAT, NPS, and related metrics as a business driver • Strong people leadership, including hiring, developing teams, and building culture • Experience working cross-functionally • Familiarity with modern CX tooling, including Zendesk, Intercom, Kustomer, Gorgias, and Gladly • Strong understanding of AI and automation in member support • Excellent written and verbal communication • Comfort in a fast-moving, high-accountability startup environment • Passion for animals is a plus

🏖️ Benefits

• Competitive salary range between $150,000 - $180,000 • Health, Dental, and Vision Insurance • Life and Disability Insurance • Flexible PTO • Mental Wellbeing Options • Robust Holiday Schedule • Retirement savings plan • Growth Opportunities