Director of Customer Experience

We’re a fully remote team and are open to candidates globally. If you’ve got the skills, we want to hear from you—no matter where you call home.

Please note: This role is not with Zendrop, but with our parent company, Staytuned. You can learn more about Staytuned here.

Company Overview:

Staytuned acquires and scales high-potential Shopify apps. As a leader in the ecommerce technology space, we empower online sellers through innovative solutions and seamless integrations. Our mission is to enhance the capabilities of ecommerce platforms, helping merchants thrive in an increasingly digital marketplace.

Role Overview:

We’re looking for a Director of Customer Experience to lead and scale our global support function across all Staytuned’s portfolio of apps. You’ll oversee a suite of 7-10 apps, a team of ~20 and own the systems, people, and processes that support tens of thousands of merchants worldwide.

Each app has its own customer journey, support needs, and business model—this role requires someone who can navigate that complexity and bring it together into a unified, high-performing CX operation. You’ll report directly to our COO.

This isn’t a role for someone looking to simply “manage support.” We want someone who’s ready to reimagine how we deliver customer experience—bringing clarity to chaos, acting quickly on insights, and collaborating deeply across the company. You should love transparency, move quickly without overcomplicating things, and bring others along with you as you go.

This role lives at the intersection of teams. Your success will depend on how effectively you partner with product, engineering, tech support, and marketing to turn merchant feedback into action. You won’t just represent the voice of our merchants—you’ll amplify it. And when you speak on behalf of Staytuned, you’ll shape how we’re experienced by thousands of customers around the world.

What You’ll Own:

• Own the performance of the customer experience team across our portfolio of Shopify apps
• Implement scalable, repeatable systems that help the team stay efficient as we grow
• Build a data-driven support culture and drive a constant push to improve on KPIs like first touch time, resolution time, reviews, and retention
• Act as a collaborative partner to company leadership—communicating openly, managing upward effectively, and helping leadership stay connected to merchant and team needs
• Advocate for merchant needs without being defensive—bringing solutions, not just problems
• Develop and refine onboarding, training, and documentation for both merchants and agents
• Own the hiring and performance management process—build a strong bench, maintain a bullpen you can scale quickly, and move fast when performance isn’t where it should be

Who You Are:

• A strategic and empathetic leader with a proven track record leading customer experience at a B2B SaaS company—experience with Intercom is required
• A roll-up-your-sleeves operator who doesn’t shy away from getting in the trenches—you’re ready to jump into tickets, hop on a call, or solve problems alongside your team when that’s what it takes
• Someone who treats iteration as a mindset, not a method—you test quickly, learn fast, and improve constantly
• A people-first leader who leads with empathy—supporting your team with care and showing up for merchants with patience and clarity
• Steady under pressure and biasing toward action—you bring forward solutions, not just challenges, and help others do the same
• A systems thinker who thrives paving paths through complex and nuanced situations—skilled at creating scalable processes and communicating them with clarity
• A strong cross-functional collaborator who manages up effectively, partners well with senior leaders, and keeps teams aligned and focused
• A confident communicator and sharp writer—comfortable crafting updates, documentation, and internal comms that are clear and effective
• Highly analytical and data-driven—you know how to build dashboards, interpret trends, and use metrics to guide decision-making
• An experienced team builder—skilled in hiring, coaching, managing performance, and scaling support functions with speed and care
• Technically fluent—comfortable working in tools like Intercom, Google Sheets, Slack, and Excel, with bonus points for experience navigating the Shopify ecosystem

Why Staytuned:

• Work on a variety of products in a portfolio that serves tens of thousands of merchants
• Join a remote-first team that moves fast and supports each other
• Thrive in an environment that’s always evolving—we’re constantly iterating, shape-shifting, and adjusting as we grow