ButcherBox
Director of Customer Support
Watertown, MA · Director
Sponsorship not specified$160k-$182kDetected 15 days ago
Stakeholder ManagementSalesforceForecastingBudgetingProcess ImprovementPerformance ManagementCustomer SupportZendeskLeadershipCommunication
About the role
- Reports To: VP of Corporate Development and Sales
- The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement.
Responsibilities
- Customer Support Leadership
- Lead day-to-day customer support operations across internal and outsourced teams.
- Develop and execute the customer support strategy aligned with company goals.
- Build a culture focused on customer empathy, operational excellence, and continuous improvement.
- Lead organizational change initiatives associated with new technology, automation, and evolving support processes.
- Drive initiatives that improve customer satisfaction, loyalty, and retention.
- Partner with Product, Marketing, and Operations teams to resolve root causes of customer friction.
- Influence company priorities through customer insights and support data.
- Help establish stronger connections between support performance and customer retention outcomes.
- ButcherBox is seeking a Director of Customer Support to lead our customer support organization and deliver an exceptional member experience at scale.
Requirements
- Experience in eCommerce, subscription businesses, or direct-to-consumer brands.
- Experience leading Voice of Customer programs.
- Familiarity with workforce management and forecasting.
- Required
- 9+ years of customer support, customer experience, contact center, or customer operations leadership experience.
- 3+ years managing managers and/or large customer support organizations.
- Experience leading outsourced BPO relationships and distributed support teams.
- Strong analytical skills with experience using customer and operational data to drive decisions.
- Experience managing customer support platforms such as Zendesk, Kustomer, Gladly, Salesforce Service Cloud, or similar.
- Demonstrated success leading process improvement and operational transformation initiatives.
- Experience implementing new systems, workflows, or technologies within a customer support environment.
- Excellent communication, stakeholder management, and executive presentation skills.
- Proven ability to lead through change and drive organizational adoption of new processes and technologies.
Compensation
- $160,000.00 - $182,000.00
Company info
- ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our fourth year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That's why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members' doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.
- We're working to build a world that's better for all, and we're inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We're always looking for outstanding people to join our mission!
- ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our fourth year in a row on Inc.'s list of Best Workplaces.
- At ButcherBox, we believe in better.
- That's why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members' doors.
- All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.
- We're working to build a world that's better for all, and we're inviting everyone to come along.
- For us, better means treating our planet with respect.
- It means improving the lives of animals and the livelihoods of farmers.
- It means never cutting corners when it comes to doing business.
- Ultimately, it means better meals, enjoyed together.
- Our team is made up of people who collaborate and support one another.
- We're always looking for outstanding people to join our mission!
- We are a mission-driven company and strive to embody our values in every step of the process.
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This listing is sourced directly from ButcherBox's careers page and normalized into a canonical job model.