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. 

The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement. They will partner cross-functionally with Product, Technology, Marketing, Operations, and Finance to ensure customer feedback drives business decisions while building a scalable support organization that supports company growth. 

This role is both a senior operator and a transformation leader. We are looking for someone who can successfully run a high-performing customer support organization while simultaneously driving meaningful improvements across people, processes, technology, automation, and customer experience. 

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. 

This role is critical to that journey. The Director of Customer Support will help shape how we support and retain members while building a scalable operation for the future. Success requires balancing operational excellence with innovation, ensuring we continue to deliver an outstanding member experience while improving efficiency and leveraging new technologies. 

The ideal candidate is equally comfortable managing day-to-day operations, developing leaders, analyzing data, implementing technology, and influencing executive-level decisions. 

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. 
• Establish 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. 

First-Year Priorities 

Success in the first 12 months may include: 

• Successful implementation and adoption of our next-generation customer support platform. 
• Increased AI-driven resolution rates while maintaining or improving customer satisfaction. 
• Enhanced Voice of Customer reporting and executive visibility into customer pain points and opportunities. 
• Improved support efficiency through process optimization, automation, and operational discipline. 
• Stronger BPO governance, performance management, and accountability. 
• Development of a scalable support operating model capable of supporting future company growth. 
• Identification and reduction of key contact drivers through partnership with Product, Operations, and Marketing teams. 
• Establishment of clear reporting and metrics that connect support performance to customer retention and business outcomes. 

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