Director of Customer Support

About the role

This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.

Responsibilities

• Design and execute a comprehensive CX strategy spanning:
• Pre-purchase guidance for high-AOV fitness equipment
• Post-purchase support (orders, delivery, setup, returns)
• App subscription support (billing, access, content, experience)
• Retail customer support in coordination with Technical Service, Sales and Warehouse teams
• Define clear support principles: when to automate, when to escalate, when to delight
• Establish clear SOPs, QA standards, and performance metrics
• Arcitect Gorgias as a central CX operating system
• Build and maintain:
• Advanced rules, macros, tagging, and views
• AI-driven triage, routing, and response suggestions
• Self-service flows (order changes, returns, account fixes, FAQs)
• Drive ticket deflection and one-touch resolution without degrading experience
• Own integration strategy across Shopify, subscriptions, warehouse systems, and voice
• Design and implement:
• Save flows and intelligent cancel deflection
• Upsell and cross-sell aligned with customer goals
• Pre-purchase advisory workflows for big-ticket equipment
• Ensure support agents are credible fitness advisors, not script readers
• Develop SOPs for product setup support and escalation
• Prove revenue impact via controlled experiments and reporting
• Full ownership of:
• Refund policy and execution
• Appeasement guidelines and budgets
• Escalation thresholds and exception handling
• Balance customer trust with financial discipline
• Partner with Finance and Ops to model CX tradeoffs
• Create tight feedback loops into:
• Product (app experience, bugs, friction)
• E-commerce (delivery, setup, returns)
• Marketing (expectation-setting, messaging gaps)
• Translate qualitative support insights into clear, actionable recommendations

Requirements

You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.

Qualifications

• 8–12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
• Deep, hands-on expertise with Gorgias
• Proven track record deploying automation, AI, and self-service at scale
• Comfortable owning CX tradeoffs and making judgment calls
• Fully fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
• Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
• Able to build systems and roll up sleeves to dive into tickets to understand root causes
• Strong operator with high standards and low tolerance for chaos

Bonus points

• Experience supporting high-AOV physical products
• Background in fitness, health, or performance coaching
• Experience integrating voice support into modern CX stacks

Who You Are

• Able to achieve 65%+ of tickets resolved via one-touch or automation
• Able to improve CSAT by 30%+ while scaling volume materially year-over-year
• Able to reduce overall refund rate to ~8% without harming customer trust
• Able to build a scalable omni-channel support model across DTC, subscriptions, and retail
• Able to deploy Gorgias automations, AI workflows, and self-service flows as first-class infrastructure
• Able to demonstrate measurable revenue uplift via support-led upsell, cross-sell, and save initiatives
• Able to establish support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops

Support touches every customer, every channel, and every failure mode of the business

By the end of 2026, you will have:

Location

Digital Operations
Norco, CA

Employment Type

Hybrid (Norco, California, US)