What are the responsibilities and job description for the Director, Customer Care position at Pura?
Join Us at Pura—Reimagining Fragrance for the Future
At Pura, we believe life is better when it smells good. Fragrance has the unique power to transform spaces, elevate moods, and create lasting memories. But we know it can do even more. That’s why we’re pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.
We’re not just a fragrance company—we’re on a mission to change the way people experience scent. At Pura, we are redefining fragrance as a critical element of design, on par with color, texture, sound, lighting, and furniture. We call this Scent Design—transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own “scentscapes” that enhance daily life and craft environments that feel as good as they smell.
Why Join Pura?
Our journey began with two innovators, Richie Stapler and Bruno Lima, and their shared vision of revolutionizing how we experience fragrance. Since then, Pura has grown into a company that sells a fragrance every 3.7 seconds, partnering with iconic brands like Curio, Anthropologie, and Disney. We’ve been recognized as the Fastest Growing Company in Utah, and we are passionate about making scent a core part of life’s most memorable moments.
Your Role at Pura: Customer Care and Advocacy Director
The Customer Care and Advocacy Director is responsible for crafting and delivering a best-in-class, personalized experience to Pura owners, with a focus on fostering long-term loyalty and elevating the Pura brand. This involves managing issue resolution, building a team of brand advocates, implementing strategic partnerships, and utilizing high-touch communication. The role also requires proactively identifying and addressing customer pain points, collaborating across teams, and driving continuous improvement through data-driven insights and a deep understanding of Pura's product offerings. Strong leadership, communication, and interpersonal skills are crucial.
You will help us inspire a belief in the power of fragrance to craft and elevate memorable moments for our Owners. This is your chance to make an impact in a high-growth company that’s redefining the way people experience scent.
What You’ll Own:
We’re passionate about creating spaces that inspire, elevate, and transform everyday life. We believe scent is more than just a pleasant background—it’s an integral part of Scent Design, transforming homes into meaningful, personalized spaces. Our smart home fragrance diffusers allow users to design their own scent experiences with premium, clean fragrances.
After 10 years of innovation, we’ve been recognized by Inc. and Utah Business as one of the best places to work, and we continue to push the boundaries of technology and fragrance. Join us in our pursuit of reimagining what’s possible with scent design.
Pura’s Culture
Our culture is built on a foundation of innovation, collaboration, inclusivity, and being good humans. We believe in fostering an environment where creativity thrives, empowering each team member to contribute their unique perspectives and skills. Our commitment to sustainability and integrity drives our decisions, ensuring that we not only create exceptional products but also contribute positively to our community and the planet. We celebrate diversity and prioritize open communication, cultivating a supportive atmosphere where everyone feels valued and inspired to push boundaries. Together, we’re not just building a brand—we’re creating a movement that redefines the role of fragrance in our lives.
Join the Pura Team!
We’re looking for individuals who believe in the power of fragrance and technology to transform lives. If you’re ready to be part of a dynamic, fast-growing company at the forefront of an exciting industry, we’d love to hear from you.
Pura provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws
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At Pura, we believe life is better when it smells good. Fragrance has the unique power to transform spaces, elevate moods, and create lasting memories. But we know it can do even more. That’s why we’re pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.
We’re not just a fragrance company—we’re on a mission to change the way people experience scent. At Pura, we are redefining fragrance as a critical element of design, on par with color, texture, sound, lighting, and furniture. We call this Scent Design—transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own “scentscapes” that enhance daily life and craft environments that feel as good as they smell.
Why Join Pura?
Our journey began with two innovators, Richie Stapler and Bruno Lima, and their shared vision of revolutionizing how we experience fragrance. Since then, Pura has grown into a company that sells a fragrance every 3.7 seconds, partnering with iconic brands like Curio, Anthropologie, and Disney. We’ve been recognized as the Fastest Growing Company in Utah, and we are passionate about making scent a core part of life’s most memorable moments.
Your Role at Pura: Customer Care and Advocacy Director
The Customer Care and Advocacy Director is responsible for crafting and delivering a best-in-class, personalized experience to Pura owners, with a focus on fostering long-term loyalty and elevating the Pura brand. This involves managing issue resolution, building a team of brand advocates, implementing strategic partnerships, and utilizing high-touch communication. The role also requires proactively identifying and addressing customer pain points, collaborating across teams, and driving continuous improvement through data-driven insights and a deep understanding of Pura's product offerings. Strong leadership, communication, and interpersonal skills are crucial.
You will help us inspire a belief in the power of fragrance to craft and elevate memorable moments for our Owners. This is your chance to make an impact in a high-growth company that’s redefining the way people experience scent.
What You’ll Own:
- Customer Care Strategy and Vision
- Develop and execute a comprehensive strategy that drives satisfaction, engagement, and loyalty across all service touchpoints including phone, chat and email. Continuously monitor industry trends and best practices to innovate experience programs
- Build and lead a robust VoC program to capture Owner feedback across all touchpoints, including surveys, escalations, support interactions, and/or other relevant sources
- Synthesize Owner feedback into actionable insights and partner with Product, Engineering, Sales, and Marketing to drive enhancements that improve Owner satisfaction and loyalty
- Training and Leadership
- Develop a robust training schedule and materials to best support both on/off-site Customer Care team members. Support a dedicated training team member and find ways to expand tools and offerings in a meaningful way.
- Lead, manage, and mentor Customer Care Team in ensuring they are trained, motivated, and performing at the highest standards. Foster an Owner-centric culture that encourages proactive problem-solving and personalized service
- Fraud Mitigation and Resolution
- Ensure smooth operations and consistency in Owner experience across fulfillment and delivery.
- Collaborate with operations, data and legal teams to mitigate risk of fraudulent accounts
- Support a dedicated team member focused on identifying fraudulent accounts and monitoring claims across key business review sites. Advise on best ways to respond for both Owners and Pura experiences
- Loyalty Programming for Owner Retention
- Implement a high-touch, concierge-style support model that provides personalized assistance to Pura’s most engaged customers. Focus on proactive outreach, tailored recommendations, and seamless issue resolution to enhance the Owner experience. Ensure service feels as premium and curated as Pura’s products, fostering loyalty and brand advocacy
- Push for new ways of working and introduce innovative Owner experience programs that differentiate the business and strive for constant improvement
- Performance Analysis & Continuous Improvement
- Oversee and analyze Owner feedback from Kustomer, Loop and other internal tools to identify areas for improvement. Develop strategies to address and resolve pain points and special requests promptly and professionally.
- Manage and analyze the Customer Care budget, ensuring efficient use of resources and effective allocation for new programs
- Experience
- 10-15 years in customer care with experience managing different staffing models and multi-channel touchpoints. International expansion is a plus.
- Proven experience managing budgets, assessing/driving positive service metrics, and optimizing performance based on real-time inputs.
- Understanding of concierge and/or tier service models for future evaluation, potentially in-bound sales.
- Skills
- Strong analytical skills to connect consumer insights with strategic decisions
- Proven project management skills, with the ability to lead cross-functional initiatives, manage timelines, and ensure successful execution of complex projects
- Exceptional communication and collaboration skills to influence internal and external stakeholders
- A proactive, innovative mindset with the ability to thrive in a fast-paced environment
- Preferred Experience
- Experience in beauty, home, or lifestyle categories
- Knowledge of fragrance or smart home technology industries
- Global expansion & international service operations
We’re passionate about creating spaces that inspire, elevate, and transform everyday life. We believe scent is more than just a pleasant background—it’s an integral part of Scent Design, transforming homes into meaningful, personalized spaces. Our smart home fragrance diffusers allow users to design their own scent experiences with premium, clean fragrances.
After 10 years of innovation, we’ve been recognized by Inc. and Utah Business as one of the best places to work, and we continue to push the boundaries of technology and fragrance. Join us in our pursuit of reimagining what’s possible with scent design.
Pura’s Culture
Our culture is built on a foundation of innovation, collaboration, inclusivity, and being good humans. We believe in fostering an environment where creativity thrives, empowering each team member to contribute their unique perspectives and skills. Our commitment to sustainability and integrity drives our decisions, ensuring that we not only create exceptional products but also contribute positively to our community and the planet. We celebrate diversity and prioritize open communication, cultivating a supportive atmosphere where everyone feels valued and inspired to push boundaries. Together, we’re not just building a brand—we’re creating a movement that redefines the role of fragrance in our lives.
Join the Pura Team!
We’re looking for individuals who believe in the power of fragrance and technology to transform lives. If you’re ready to be part of a dynamic, fast-growing company at the forefront of an exciting industry, we’d love to hear from you.
Pura provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws
- All candidates are subject to a background check
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