Senior Director of Customer Support Operations

About the role

We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs.

Responsibilities

• Own SLA definition and performance goals, while overseeing day-to-day CS operations across all channels (email, phone and chat)
• Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase
• Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality
• Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best-in-class customer experience
• Strategically balance in-house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment.
• Own and evolve BRUNT’s Customer Experience strategy, ensuring it scales with the business and supports long-term brand and growth goals
• Lead, develop, and mentor two Senior Managers, and their teams, ensuring clear ownership, accountability, and alignment across the team.
• Establish and maintain a high-performance CX culture across in-office, remote, and BPO teams
• Serve as the senior CX voice within the company, advocating for the customer in cross-functional meetings and decisions
• Act as a customer advocate across the organization, ensuring the customer experience feedback and dates meaningfully inform decisions in Marketing, Merchandising, Operations, and Digital Product
• Partner closely with the Retention and Acquisition teams to improve LTV, retention rates, repeat purchase behavior, and post-purchase engagement, ensuring CS/CX insights inform their strategies.
• Work closely with the Operations team to:
  • Ensure customer needs are met operationally (shipping, inventory, returns, etc.)
  • Establish clear feedback loops so recurring customer pain points translate into operational improvements.
• Collaborate with Merchandising and Digital Product Teams to:
  • Provide structured customer feedback on product performance, fit, and quality
  • Ensure CS/CX is prepared for launches, site promotions, and updates before they impact customers
• Build and maintain scalable ways of working cross functionally, to ensure the organization is aligned on customer trends, feedback, risks, and opportunities.
• Own CS/CX performance metrics including SLA, NPS, CSAT, ticket resolution time, and contact drivers
• Translate CS/CX data into actionable insights and clear recommendations for cross-functional partners, and BRUNT leadership
• Maintain deep working knowledge of core systems including Shopify, Gorgias, Loop Returns, and Order Management System, ensuring CX processes evolve alongside tools
• Proactively recommend improvements to tools, systems, automation, and data tracking as BRUNT continues to scale

Requirements

10+ years of CS/CX leadership experience, ideally in high-growth DTC or omnichannel environments

Proven experience leading managers and scaling teams through rapid growth and increased complexity

Strong cross-functional leadership skills with the ability to influence without authority

Deep operational rigor paired with a customer-first mindset

Experience leveraging AI, automation, and modern CX tooling to improve quality and efficiency

Highly data-driven, with the ability to translate metrics into strategy and action

Willing and able to work in-office in the Boston area at least 4 days per week

Qualifications

Master's degree in Business Administration, Computer Science, or related field preferred

Proven track record of driving customer satisfaction and loyalty

Experience in managing large-scale customer support operations

Strong communication and interpersonal skills

Ability to work independently and as part of a team

Passion for customer-centricity and a commitment to excellence

Skills

• Customer Service and Experience
• Strategic Planning and Execution
• Leadership and Team Management
• Data Analysis and Reporting
• Technology and Automation
• Customer Feedback and Analytics

Benefits & Perks

• Healthcare: Comprehensive medical, dental, and vision insurance options.
• Retirement: 401(k) plan with Company Match.
• Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave.
• Incentives: Performance-based bonus eligibility and Equity if applicable.

Pay

The anticipated salary range for this role is:

Compensation $139,000 - $165,000 USD

Schedule

No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.