Senior Director, Customer Support

About The Role

Our client is the trusted platform for millions of growing families. For over a decade, the company has been the technology solution for expecting parents and the community that supports them, expanding from baby registry into a full-service platform that helps parents make decisions with confidence, stay connected, and build happy and healthy families. Every year the company helps over 9M people make purchases through its registry, app, ecommerce shop, and comprehensive product guides.

The ecosystem now includes a health division, which provides access to products and services including insurance-covered breast pumps, a new voice in health and wellness for pre-pregnancy through postpartum care, and a branded content studio that works with the biggest companies in the baby space. With a large number of monthly pageviews and social media followers, the company is a generational brand leading the $88 billion baby product industry.

Ways of Working

The team spans multiple time zones, but real connection drives great work. The company embraces remote flexibility, but twice a year, they come together—once as a company, once by department. These offsites aren’t just meetings; they’re key moments to collaborate, build trust, and strengthen the relationships that make them successful. Showing up every day matters.

What the Role Is

As the Sr. Director of Customer Support at the company, you will set the vision, scale operations, and personally engage with users - while also ensuring every decision is based on data, user needs, and business impact. You’ll lead the Customer Support teams for the company and its health division, balancing AI-powered automation with people-led interactions to create exceptional customer service experiences. This is a unique opportunity to shape the future of support at a company where “We Love Our Users” is its guiding principle.

The ideal candidate is a data-driven builder with a strong sense of ownership. You have smart mental models about when to “bandaid” or break and completely rebuild processes to optimize for better outcomes. You have experience navigating change management, from backend workflow transformations to customer-facing improvements, and can balance short-term efficiency gains with long-term strategic impact. You think in terms of systems, designing scalable solutions that align technology, operations, and user experience. You’ll collaborate daily with fulfillment, data, engineering, and product teams to solve problems and develop innovative support solutions. This role reports to the Chief Product Officer.

Who You Are

• You bring 8-10 years of experience managing and scaling teams in user-obsessed customer operations, fast-paced, consumer-tech environments.

• A leader who excels at both setting long-term strategy and diving into daily user operations. Skilled at scaling teams while maintaining a user-first approach.

• Deep experience in business operations and change management, particularly in optimizing backend workflows and enhancing customer-facing experiences.

• Experienced in leading and collaborating across Product, Engineering, Merchandising, and Data teams to drive meaningful, systems-level improvements that impact operations and drive positive business outcomes.

• Forward-thinking in leveraging AI-powered tools such as predictive analytics, chatbots, and automation to streamline processes. Able to balance automation with people to improve efficiency while maintaining a human touch. Experienced in driving adoption and implementation of new technologies within teams.

• Highly proficient in analyzing large data sets, identifying trends, and translating insights into actionable strategies. Builds transparent reporting structures that provide company-wide visibility into support performance. Strong ability to use data storytelling to influence stakeholders and drive improvements.

• A proven leader in guiding teams through extensive change management, effectively navigating large-scale operational transformations to reach new levels of service excellence. Skilled at implementing new processes, technologies, and cultural shifts while keeping teams aligned, motivated, and focused on the end goal.

• A natural cross-functional collaborator who works seamlessly with fulfillment, data, engineering, and product teams. Breaks down silos to ensure customer insights drive company-wide improvements. Strong communicator with the ability to influence key stakeholders through data-backed recommendations.

• Someone who knows when and where to break current processes in pursuit of a better outcome. You challenge the status quo intelligently, ensuring changes are deliberate, data-driven, and lead to measurable improvements.

• You are a relentless instigator on behalf of users. You practice high accountability / low blame ownership.

How You Will Make An Impact

• Set the Vision for Exceptional Support: Define what world-class customer care looks like for growing families—where empathy, innovation, and efficiency come together. Lead the charge in transforming support into a competitive advantage that strengthens the company's connection with users.

• Turn Strategy into Action: Drive a high-impact roadmap that blends AI, automation, and human support to create seamless, personalized experiences. Ensure every initiative reinforces the company's commitment to users and fuels business growth.

• Redesign, Optimize and Invent Operational Workflows: Identify inefficiencies in backend processes and introduce solutions that scale. Drive change management initiatives that improve operational effectiveness, reduce friction, and enhance overall service delivery.

• Be the Expert on What Users Need: Own the narrative on customer pain points by combining data and real user feedback. Influence cross-functional teams to make smarter, user-first decisions that enhance the support experience at scale.

• Scale AI Without Losing the Human Touch: Expand self-service solutions that drive efficiency while keeping interactions warm and personal. Automate where it makes sense—so agents can focus on high-value moments that truly matter.

• Optimize Health Support for Scale: Build streamlined, high-efficiency workflows that keep pace with the company health division's rapid growth. Ensure every user gets fast, high-quality assistance, no matter the complexity of their needs.

• Eliminate Friction, Improve Every Step: Pinpoint and remove pain points in the customer journey, refining policies and processes to create smoother experiences. Test, measure, and iterate relentlessly to stay ahead of user expectations.

• Develop a Systems-Level Approach: Ensure that support operations are deeply integrated with the broader business strategy, aligning customer insights with improvements in fulfillment, technology, and product development.

Why You Will Love Working At The Company

• They invest in the infrastructure you’ll need to be supported and successful: tools, opportunities to connect with colleagues, and a stipend to help you set up your office
• They build products that have a positive impact on millions of people’s lives
• They work at a sustainable pace which means work/life balance is a real thing here
• They believe technology and data can solve hard problems
• They believe in exceptional management
• They offer competitive pay and meaningful opportunities for career advancement
• They have great benefits like company paid medical, dental, and vision, a generous paid parental leave policy, and 401k with company match
• They care about employee wellbeing with perks for physical, mental and emotional health, parenting, childcare, and financial planning

The company takes a market-based approach to pay, and pay may vary depending on your location. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location.

The estimated pay range for this role is $159,360.00 - $239,040.00

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