Director of Customer Experience

Job description

Join Archive in our mission to change consumer shopping behavior for the better. 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, The North Face and New Balance.

We are growing our team of highly motivated, forward-thinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands make this a significant part of their business. If this mission speaks to you, come join us as we grow our share 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 lead and scale our customer support operation — from day-to-day team management to enterprise support strategy — across our growing global network of branded resale marketplaces (50+ brands, 10+ regions, 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 oversee 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 complex customer relationships, building scalable support processes, and representing the company in high-stakes enterprise customer meetings.

Responsibilities

• Team Leadership & Management
• Lead, mentor, and develop a growing global team of full-time and part-time customer support specialists
• Establish clear performance metrics, KPIs, and career development pathways for team members
• Foster a customer-centric culture focused on excellence and continuous improvement

Scaling Support Team Operations

• Develop and implement comprehensive customer support strategies aligned 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
• Develop timezone coverage strategies to ensure ²⁴⁄₇ support availability
• Coordinate with local teams and contractors to deliver localized support experiences

Enterprise Customer Relations

• Develop specialized support processes and SLAs for enterprise accounts
• Collaborate cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and elevate 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
• Develop 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 continuous improvement, and advocate 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 human-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 (Zendesk, Intercom, Salesforce Service Cloud, 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-commerce and digital marketplace support models, including an understanding of two-sided marketplace dynamics
• Previous experience in startup or high-growth technology companies

$139,000 - $188,000 a year

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 base pay, certain roles are eligible for equity as well, and all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Our team 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 Lightspeed 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 better.

We consider applicants of all backgrounds. If you are excited about what we’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 outside of the US at this time.

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