Director of Customer Support
About the Role
Department: Corporate Sales
Reports To: VP of Corporate Development and Sales
Location: Watertown, MA (ButcherBox Headquarters)
Level: Director
Base Salary: $160,000.00 - $182,000.00
Position Summary
ButcherBox is seeking a Director of Customer Support to lead our customer support organization and deliver an exceptional member experience at scale. This leader will be responsible for support operations across internal and outsourced teams, customer experience performance, quality assurance, workforce planning, technology strategy, AI-enabled support, Voice of Customer insights, and organizational transformation initiatives.
Why This Role Matters
ButcherBox is entering a period of significant customer experience transformation. Over the next several years, we will modernize our support technology stack, expand AI-powered customer experiences, strengthen our Voice of Customer capabilities, and continue evolving our operating model across internal and outsourced teams.
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.
- Establish clear performance expectations, accountability, and development plans for managers and team members.
- Build a culture focused on customer empathy, operational excellence, and continuous improvement.
- Ensure service levels, customer satisfaction, and operational targets are consistently achieved.
- Lead organizational change initiatives associated with new technology, automation, and evolving support processes.
Customer Experience & Retention
- Drive initiatives that improve customer satisfaction, loyalty, and retention.
- Serve as a champion for the customer throughout the organization.
- Partner with Product, Marketing, and Operations teams to resolve root causes of customer friction.
- Identify opportunities to proactively improve the member experience.
- Influence company priorities through customer insights and support data.
- Help establish stronger connections between support performance and customer retention outcomes.
AI, Automation & Technology
- Own the customer support technology stack, including ticketing systems, AI tools, QA platforms, reporting systems, and future customer experience technologies.
- Lead implementation and optimization of AI-powered support solutions.
- Identify automation opportunities that reduce customer effort and improve efficiency.
- Drive adoption of new tools, workflows, and technologies across support teams.
- Ensure support technology investments deliver measurable ROI.
- Partner with Product and Technology teams to improve customer experiences and reduce contact drivers.
Voice of Customer
- Develop and scale a robust Voice of Customer program that identifies trends, pain points, and opportunities.
- Deliver actionable customer insights to executive leadership.
- Create reporting and dashboards that connect customer feedback to business outcomes.
- Influence product, operational, and customer experience priorities through customer-driven insights.
- Ensure customer feedback is consistently represented in business decision-making.
Quality & Operational Excellence
- Own support KPIs including CSAT, quality scores, response times, resolution times, contact rate, first contact resolution, and cost per contact.
- Lead quality assurance and training programs.
- Develop workforce planning and forecasting models.
- Drive process improvements that increase efficiency while maintaining service quality.
- Create scalable operational processes and reporting frameworks.
- Create accountability systems that drive continuous performance improvement.
Vendor & Financial Management
- Manage relationships with outsourced support partners and key support technology vendors.
- Lead vendor performance reviews.
- Own customer support budget planning and performance.
- Identify opportunities to improve productivity and reduce operating costs.
- Develop business cases for customer experience and support technology investments.
- Ensure external partners are aligned with ButcherBox service expectations and customer experience standards.
Qualifications
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.
Preferred
- Experience in eCommerce, subscription businesses, or direct-to-consumer brands.
- Experience implementing AI and automation technologies within customer support.
- Experience leading Voice of Customer programs.
- Familiarity with workforce management and forecasting.
- Experience overseeing customer support technology implementations or platform migrations.
- MBA or equivalent business experience.
Key Success Metrics
Customer Satisfaction (CSAT)
Quality Assurance Score
First Contact Resolution
Response Time and Resolution Time
Contact Rate Reduction
Customer Retention Impact
Cost per Contact
Workforce Efficiency Metrics
AI Automation Rate
Voice of Customer Program Adoption and Utilization
BPO Performance Metrics
Employee Engagement and Team Development
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