Associate Director of Customer Experience

Job Summary

A company is looking for an Associate Director of Customer Experience (Tier I Support).

Key Responsibilities

• Lead Tier I support operations across multiple brands, ensuring excellence in handling high-volume email, chat, and social media contacts
• Manage queue operations, staffing, and service level agreements (SLAs) to meet response and resolution targets
• Oversee the Social Media Support Team and ensure consistent, on-brand engagement across platforms

Required Qualifications

• 7+ years of Customer Experience/Service leadership, with at least 3+ years in Tier I or frontline operations
• Hands-on expertise with Kustomer, Digital Genius, Sprout Social, and customer reputation platforms
• Experience leading social media support teams in subscription or consumer brands
• Proven ability to balance operational discipline with customer obsession
• Strong cross-functional communication skills, with a track record of building high-performing teams