Full-Time
1. About Our Client:
The organization operates in the mental health care space, addressing the challenge of limited access to affordable, high-quality services. It simplifies the process for therapists to accept insurance and provide in-network care, supporting their business growth and professional development with a suite of tools. The organization’s platform is available nationwide, serving a network of over 20,000 therapists. It offers a free directory for individuals seeking therapy. Backed by $220.5 million in funding from multiple investors, the organization has been recognized as one of Inc’s Best Workplaces in 2022 and 2023.
2. About the Opportunity:
The Director, Customer Experience will lead the customer support team through a critical growth phase, enhancing service quality and operational efficiency for the network of providers and their clients. This role empowers frontline teams to deliver consistent, customer-focused support and uses customer insights to drive improvements across product, design, and marketing functions. The position plays a key role in shaping organizational strategies that improve customer retention, satisfaction, and overall business outcomes.
3. Responsibilities:
• Define and drive customer experience team performance, quality standards, and operational efficiency
• Develop and execute organizational strategies to enhance team productivity and customer satisfaction at scale
• Collaborate with Learning & Development on talent management, including competency frameworks and career paths
• Work with Workforce Management to optimize staffing models and capacity plans aligned with business priorities
• Coordinate cross-channel staffing to handle complex customer issues and external dependencies
• Elevate customer insights through data-driven narratives and cross-functional collaboration to improve products and services
• Lead customer retention and engagement strategies with proactive support programs and escalation protocols
4. Requirements:
• 8-12+ years in customer support, with 5-7+ years in people leadership managing multi-layer teams
• Proven ability to develop managers, lead teams, and foster customer-centric cultures
• Experience diagnosing organizational gaps and leading redesigns to improve performance
• Success in fast-paced, scaling environments with experience managing transformational change
• Data-driven mindset with proficiency in basic to intermediate SQL and translating CX data into actionable insights
• Cultural humility and strong interpersonal communication skills
5. Pay Range and Compensation Package:
• Salary range: $150,000 - $180,000
6. Benefits & Perks:
• Remote-first work environment
• Health insurance plans including medical, dental, and vision with FSA and HSA options
• 401K plan through ADP
• Lifestyle Spending Account for health, wellness, and family care
• Monthly stipends for co-working space and work-from-home expenses
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through PerkSpot
• Employee Assistance Program (EAP) through Aetna
• One-time home office setup stipend
• Inclusive family and medical leave plans
• 12 paid holidays plus one community service day
• Flexible paid time off
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.