True Classic

Associate Director, Customer Experience

Calabasas, CA · Director

Sponsorship not specifiedDetected 20 hours ago

RAGAgentic AIShopify

About the role

This role is accountable for how every customer feels after they meet us: the resolution of every question, the speed of every reply, the consistency of every interaction, and the loyalty we earn on the other side of it.
The mandate is anchored in the post-purchase experience, but it doesn't stop there.
We want this leader to look up the funnel - pre-purchase questions, sizing and fit help, the moments that turn a browser into a buyer - and make the experience feel like one brand no matter where a customer finds us.

True Classic is hiring a Associate Director, Customer Experience to own the entire customer experience across every channel we sell on - Shopify (DTC), TikTok Shop, Amazon, wholesale, and retail.
Support here is not a cost center - it's an acquisition engine through public reputation and pre-purchase help, an LTV engine through fast, fair resolutions and loyalty, and an efficiency engine through AI and automation.
You'll own all three.
Own the customer happiness tech stack end-to-end - helpdesk (Gorgias), AI automation (Kodif), Shopify, Klaviyo, and the integrations that connect them - and continuously raise the bar on what it can do.
Set escalation tiers and protocols so the right issues reach the right people quickly, and own high-priority escalations personally when they count.
Make support proactive, not reactive - surface and resolve issues (shipping delays, at-risk orders) before the customer has to ask.
Own the knowledge base and
This is an AI-native role by design.
Build and run an AI-native customer happiness function - combining best-in-class external platforms (Kodif, Gorgias) with in-house-built automation and agents.

You'll set the vision for what world-class customer happiness looks like at True Classic - and then go build and run it.
Set the vision for what customer happiness means at True Classic, and translate it into a clear, measurable operating plan the team can execute against.

You'll also own True Classic Insiders, our loyalty program - the engine that turns happy customers into repeat customers and advocates.
You'll thrive here if you genuinely love customers and treat their problems like your own, if you think in systems and SLAs as naturally as you think in empathy, and if the phrase "we could automate that" makes you lean in rather than flinch.
Be the internal voice of the customer - bring the truth of what customers are experiencing into the rooms where decisions get made.
Run world-class day-to-day support across every channel customers reach us on - email, SMS, iMessage, live chat, social DMs (Meta - Facebook and Instagram), TikTok Shop, Amazon messaging, and voice - all flowing into Gorgias as one queue, one set of standards, one team, to clear SLAs for response and resolution.

This listing is sourced directly from True Classic's careers page and normalized into a canonical job model.