Head of Customer Experience (AI-First) | Pathfinder Brands

Pathfinder Brands | Head of Customer Experience

Location: Remote   |   Commitment: Full-time

Compensation: $80,000–$120,000 base + bonus, depending on experience

About Pathfinder

Pathfinder is a brand platform on a mission to acquire, scale, and revitalize exceptional consumer brands in the U.S. Backed by committed capital and led by founders with experience spanning Stanford GSB, Harvard Law, Y Combinator, and Forbes 30U30, we acquire high-potential DTC brands and unlock growth through hands-on operational excellence.

Our mission: build a $100M+ portfolio of beloved, performance-driven consumer brands. To get there, we’re assembling a team of driven, hungry operators who want to grow fast and take on real ownership.

About the Role

We’re hiring a Head of Customer Experience to own the entire customer relationship across all three Pathfinder brands. Every inbound and outbound one-on-one touchpoint (support tickets, texts, outbound calls, follow-ups), and the communities that make our customers feel like they belong to something bigger than a purchase, are yours.

This is deliberately a two-sided role. One side is operational: every support interaction should be the best one our customers have with any brand, anywhere. The other side is creative: turning satisfied customers into genuine members who feel part of each brand. We’re looking for the rare operator who is excellent at both, and who is hungry to build something the right way rather than just keep the lights on.

AI is central to how you’ll work. We want AI handling the transactional volume, such as drafting and routing tickets, summarizing calls, and triaging by sentiment, so human time and warmth go only where they matter most: high-emotion moments and real relationship building. You’ll own and continuously improve that AI-first system, not just supervise it.

What You’ll Do

Customer Support Excellence

•     Own the quality bar for every one-on-one touchpoint across all three brands: support tickets, text/SMS, email, and outbound calls

•     Lead, coach, and level up the existing support team; set standards and build the QA and review processes that make a perfect interaction repeatable

•     Define and hit service metrics (response time, resolution time, CSAT, first-contact resolution) and report on them to leadership

•     Build the playbooks, tone guides, and escalation paths that keep quality high as we scale

AI-First Support Systems

•     Own the AI support stack: select, implement, and continuously tune the tools that draft responses, route and triage tickets, summarize calls, and detect sentiment

•     Design the human-in-the-loop model: what AI handles end to end, what it drafts for review, and where a human must always lead

•     Protect brand voice and accuracy as automation scales by building the guardrails and feedback loops that keep AI on-brand

•     Track the efficiency gains and reinvest the freed-up capacity into higher-touch work

Community Building

•     Build and grow a genuine community for each of the three brands, recognizing that each has a different customer and needs its own voice and reason to exist

•     Own the right format for each brand: peer-to-peer community (Facebook group or forum), social engagement, a loyalty or membership program, or a blend

•     Create the rituals, content, and moments that make customers feel part of something: onboarding, member-only access, recognition, events, and surprise-and-delight

•     Run loyalty/membership where it fits, and measure its impact on retention and repeat purchase

Leadership & Cross-Brand Coordination

•     Manage the existing support team day one; hire and structure the team as the function scales

•     Standardize shared tooling and quality standards across brands while preserving each brand’s distinct customer experience

•     Be the voice of the customer to the rest of the company, feeding insights back into product, marketing, and merchandising

Who You Are

You’re hardworking, entrepreneurial, and genuinely bothered by a mediocre customer interaction. You’ve run support or customer experience for a consumer brand, you’ve managed a team, and you know what good looks like, but you also have the creative, human instinct to build a community people actually want to be part of. That combination is rare, and it’s exactly what this role needs.

You’re organized and data-driven enough to make an interaction excellent at scale, and warm enough that customers feel it. You’re excited by AI as a force multiplier, not threatened by it. You don’t wait to be told what to do; you see what needs to happen and you make it happen.

Above all, you want to build something you’re proud of: a customer experience that’s a real competitive advantage for our brands.

What We’re Looking For

•     Proven track record running customer support or CX for a consumer/DTC brand, including managing a team and owning service metrics (3+ years)

•     Real, hands-on enthusiasm for using AI in support, ideally direct experience implementing or tuning AI support tooling

•     Demonstrated community building or deep customer loyalty work, such as a Facebook group, membership program, or social community you grew and can speak to with numbers and stories

•     Strong operator instincts: comfortable with process, QA, and data

•     Genuine warmth and high standards for the customer experience

•     Familiarity with the tools in our stack a plus: helpdesk/CX platforms, SMS, loyalty platforms, Shopify, Klaviyo

•     Extremely organized, self-directed, and comfortable working remotely and asynchronously

Why Join Pathfinder

•     A real mandate. Most companies treat support as a cost center and community as an afterthought. We’re doing the opposite, giving one leader the ownership and AI tooling to make customer experience a place we genuinely excel.

•     Own the whole relationship. You won’t be boxed into a queue. You’ll own every customer touchpoint and the communities across three brands, with the visibility that comes with it.

•     Build with AI from the start. You’ll get to design an AI-first support operation the right way rather than retrofitting one. Real tools, real leverage, real impact.

•     Grow with a platform that’s just getting started. Pathfinder is early and moving fast. The people who join now will have opportunities that won’t exist once we’re bigger.