Director of CX

About us

At Trade we want to inspire better coffee at home, and we believe that starts by connecting our customers to the best craft roasters. Through Trade, customers can discover new coffee and support local businesses while small, independent roasters get access to new consumers nationwide. To date, Trade has delivered over 9M bags of coffee from the 60 best local coffee roasters in the country. 

Trade is profitable and plans to accelerate growth as the premier online destination for the $14BN at-home coffee market. As part of the Trade team, you'll collaborate with a group of caring, passionate, and high-performing people to realize our vision while fostering a culture where everyone feels included and empowered to do the best work of their lives and feel good about the work they're doing. 

The role

Trade’s Director of Customer Experience will play a key role in the success of our company by building on our best-in-class customer retention, turning loyal customers into true brand evangelists. You’ll lead a team of high-potential, in-house agents and evolve our customer service function into the company’s engine for insights, innovation, and retention. 

In this role, you will: 

• Set the vision, the strategy, and the structure for making customer service a key brand differentiator and retention driver for Trade. 
• Build, develop, and manage a team of world-class agents working across support channels. 
• Define success metrics for individuals, the team, and the department; do what it takes to achieve them. 
• Research, configure, and deploy new tooling and technology to improve efficiency and manage costs without eroding customer satisfaction and loyalty. 
• Build out a voice of the customer/customer listening program to keep everyone at the company close to the customer experience. 
• Advocate for the features and fixes that will meaningfully enhance the customer experience; work cross-functionally to see them realized. 
• Originate and execute new initiatives to improve customer retention and LTV. 
• Own the communication of plans, performance, and metrics to Trade’s leadership team.

You have…

• 3 years of experience managing a customer service function, preferably in the context of direct-to-consumer subscription. 
• No interest in managing a ‘contact center’; you want to lead a team of high-potential employees to achieve great things for our customers. 
• A track record of building and managing a high-performing team of exempt and non-exempt employees. 
• A strong point of view about what great customer service is and how it should be delivered. 
• A strong appreciation for and aptitude with data and analytics; numbers and metrics are key to your decision-making process. 
• Impeccable communication skills. 

You’ll be successful in the role if…

• You’re passionate about hiring and developing talent.
• You’re motivated to create clarity, durable processes, and results out of ambiguity and opportunity.
• You hold yourself and your team to a high standard when it comes to performance. 
• You’re comfortable working at different levels, as happy to get hands-on configuring backend tooling as you are presenting results to the CEO. 
• You’re passionate about–or, at least, interested in–the specialty coffee industry. 

Office Guidelines

While we operate in a hybrid-first environment, the office is open and available for all Monday through Friday. Team members are expected to spend at least three days (Tuesday, Wednesday, and Thursday) in-office each week. Our goal is to foster collaboration, connection, and transparency, and we know from experience the important role that in-person time plays in this effort. 

As part of the Trade team, you’ll get…

To be involved in building a growing and profitable company with an experienced leadership team and a mission-driven and values-based culture that permeates everything we do.

• An opportunity to grow, learn, and leave your mark on our growing organization.
• Mentorship from the COO and the leadership team.
• $500 a year to spend on amazing coffee!
• Competitive salary and unlimited vacation.
• Best-in-class health benefits and 401K.
• 11 paid holidays annually.

Trade is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary is determined by a number of factors including the candidate’s experience, qualifications, and skills. 

NYC Base Salary Range

$125,000-$165,000

In addition, Trade offers equity, bonus, and benefits, including company-paid health, dental, and vision insurance, 401(k), flexible spending account, and paid leave (including vacation time and parental leave) in accordance with our applicable plans and policies.