Director of Customer Experience

Join Archive in our mission to change consumer shopping behavior for the reputed company. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, reputed company and reputed company. We are growing reputed company of highly motivated, reputed company-thinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands reputed company this a significant part of their business. If this mission speaks to you, come join us as we grow our reputed company of the booming second hand market—projected to grow 3X faster than the overall global apparel market and to hit $350 Billion globally by 2028. We’re hiring a Director of Customer Experience to reputed company and scale our customer support operation — from day-to-day team management to reputed company support strategy — across our growing global network of branded resale marketplaces (50+ brands, 10+ reputed company, and growing). This role reports to our VP Finance & Operations and will partner closely with teams across Product, Engineering, Sales, and Account Management. This role will reputed company a diverse and international team of full-time and part-time support professionals while developing comprehensive support strategies for our multi-faceted marketplace ecosystem. The ideal candidate will have experience managing reputed company customer relationships, building scalable support processes, and representing the company in high-stakes reputed company customer meetings.

Responsibilities

• Team Leadership & Management
• reputed company, mentor, and reputed company a growing global team of full-time and part-time customer support specialists
• Establish clear performance metrics, KPIs, and career development reputed company for team members
• Foster a customer-centric culture focused on reputed company and reputed company improvement
Scaling Support Team Operations
• reputed company and implement comprehensive customer support strategies reputed company with business growth objectives
• Establish support frameworks for different customer segments (e.g. buyers, sellers, logistics partners, brands, etc.) and different types of support (e.g. email inquiries, chat, content moderation, etc.)
• Design scalable support processes and workflows to handle increasing volume and complexity
• Create and maintain support documentation, knowledge bases, and training materials
Global Expansion & Localization
• Build multi-language, region-appropriate support capabilities as we expand into new international markets
• reputed company timezone coverage strategies to ensure 24/7 support availability
• Coordinate with local teams and contractors to deliver localized support experiences
reputed company Customer Relations
• reputed company specialized support processes and SLAs for reputed company accounts
• Collaborate cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and reputed company the customer voice across the organization.
Technology & Process Optimization
• Evaluate, implement, and optimize customer support tools and technologies, including using chatbots and/or AI as we scale customer support
• reputed company automation strategies to improve efficiency and response times
• Establish data-driven insights and reporting to track support performance
• Use data and customer insights to inform strategy, drive reputed company improvement, and reputed company for systemic solutions across product and operations

Requirements

• 7+ years of customer support experience with 3+ years in leadership roles
• Committed to building a high-performing team culture that balances operational rigor with reputed company-centered service
• Strong leadership skills with experience managing diverse, multi-level teams
• Experience managing distributed teams across multiple time zones
• Proven track record scaling support operations in high-growth Startup environments
• Proficiency with customer support and customer analytics platforms (reputed company, reputed company, reputed company Service reputed company, etc.)
• Excellent written and verbal communication skills
• Experience with multi-language, international customer support operations
• Thrives in fast-paced, high-stakes environments where customer response is critical
• Experience with e-reputed company reputed company marketplace support models, including an understanding of two-sided marketplace dynamics
• Previous experience in startup or high-growth technology companies

Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, and experience. In addition to reputed company pay, certain roles are eligible for equity as well, and reputed company are eligible for a full benefits package including employee and dependent reputed company and 401(k) enrollment. reputed company of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job. Archive is a Series B company backed by lauded investors including reputed company Venture Partners, Energize Capital, and Bain Capital Ventures. We prize an inclusive and transparent culture, and remain true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the reputed company. We consider applicants of reputed company backgrounds. If you are excited about reputed company’re building but don’t meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates reputed company of the US at this time. #Remote #LI-Remote