Bruntworkwear

Bruntworkwear

Senior Director of Customer Support Operations

North Reading, MA · Director

Sponsorship not specified$139k-$165kDetected 55 days ago
Customer SupportShopifyLeadership

About the role

  • We're leading the way in redefining the workwear category.
  • This leader will scale a high-performing CX organization focused on delivering best-in-class service while serving as a connection point between CX, Marketing, Merchandising, Operations, and Digital Product.
  • This range reflects the base salary that we reasonably expect to pay for this position at the time of posting.

Responsibilities

  • Our Customer Service and Experience team is not a support function, it's a competitive advantage.
  • This role is both strategic and hands-on: setting direction, building systems, developing leaders, and ensuring the day-to-day experience meets the bar as the BRUNT's business continues to scale and grow in complexity.
  • You'll lead and mentor two Senior CX Managers, and their team of CX reps, while building scalable processes, leveraging data and technology, and ensuring the voice of the customer directly influences decision-making across the company.
  • Own SLA definition and performance goals, while overseeing day-to-day CS operations across all channels (email, phone and chat)
  • Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality
  • Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best-in-class customer experience
  • Own and evolve BRUNT's Customer Experience strategy, ensuring it scales with the business and supports long-term brand and growth goals
  • Lead, develop, and mentor two Senior Managers, and their teams, ensuring clear ownership, accountability, and alignment across the team.
  • Partner closely with the Retention and Acquisition teams to improve LTV, retention rates, repeat purchase behavior, and post-purchase engagement, ensuring CS/CX insights inform their strategies.
  • Collaborate with Merchandising and Digital Product Teams to:

Requirements

  • 10+ years of CS/CX leadership experience, ideally in high-growth DTC or omnichannel environments
  • Proven experience leading managers and scaling teams through rapid growth and increased complexity
  • Strong cross-functional leadership skills with the ability to influence without authority
  • Experience leveraging AI, automation, and modern CX tooling to improve quality and efficiency
  • Highly data-driven, with the ability to translate metrics into strategy and action
  • Deep operational rigor paired with a customer-first mindset
  • Willing and able to work in-office in the Boston area at least 4 days per week

Skills

  • Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase
  • Serve as the senior CX voice within the company, advocating for the customer in cross-functional meetings and decisions

Compensation

  • $139,000 - $165,000 USD
  • No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.
  • We look for individuals who thrive on challenges, will be passionate about our brand, and believe that teamwork is necessary for success. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can't wait to hear from you!
  • This range reflects the base salary that we reasonably expect to pay for this position at the time of posting.
  • The anticipated salary range for this role is:

Benefits

  • Healthcare: Comprehensive medical, dental, and vision insurance options.
  • Retirement: 401(k) plan with Company Match.
  • Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave.
  • Incentives: Performance-based bonus eligibility and Equity if applicable.
  • Strategically balance in-house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment.

Company info

  • setting direction, building systems, developing leaders, and ensuring the day-to-day experience meets the bar as the BRUNT's business continues to scale and grow in complexity.
  • Servicing our Customers and responding to their needs drives the overall customer experience at BRUNT.
  • This role will shape how our customers are supported as well as help us to provide a consistent brand and customer experience, maintaining our customer obsession while building the function to scale as we grow.
  • You will be expected to help our business functions build our strategies based on, how feedback informs the business, and BRUNT's unique commitment to our customers that continues to build trust with the blue-collar workers who rely on our products every day.
  • At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.
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This listing is sourced directly from Bruntworkwear's careers page and normalized into a canonical job model.