Apply on Employer Site

Scentbird · 3 months ago

Associate Director, Customer Service

United States

Full-time

Remote

Senior Level

7+ years exp

Scentbird is a company dedicated to revolutionizing the fragrance experience by providing a digital subscription service for fragrance lovers. They are seeking an Associate Director of Customer Experience (Tier I Support) to lead support operations across multiple brands, ensuring top-notch service through various channels including email, chat, and social media.

BeautyE-CommercePersonalizationSubscription Service

Growth Opportunities

Responsibilities

Lead Tier I support operations across multiple brands, handling high-volume email, chat, and social media contacts with excellence

Own queue management, staffing, and SLAs within Kustomer; ensure coverage for First Response and Full Resolution targets

Drive high CSAT and NPS by embedding empathy, speed, and accuracy into every Tier I interaction

Partner with Digital Genius to tune email AI flows (intent detection, suggested replies, and self-service containment)

Monitor chatbot performance; optimize deflection and escalation pathways for seamless customer experiences

Identify opportunities to reduce friction and improve cost-per-contact through automation, macros, and workflow refinements

Lead the Social Media Support Team using Sprout Social, ensuring consistent, on-brand responses across platforms

Own customer care on Trustpilot and other review channels; build playbooks for engagement, recovery, and brand defense

Partner with Marketing/Comms on social CX strategy, aligning brand voice with service standards

Hire, coach, and mentor Tier I agents and leads; build a culture of accountability, empathy, and continuous learning

Implement structured QA reviews and calibration sessions to ensure consistent service quality across channels

Create growth pathways for frontline talent into Tier II, QA, or automation-focused roles

Share frontline Voice of the Customer insights with Product, Engineering, Fulfillment, and Marketing to drive fixes and improvements

Quantify the impact of top contact drivers and present business cases for product or process changes

Ensure escalation pathways to Tier II and other departments are smooth, documented, and customer-first

Qualification

Customer Experience leadershipKustomerDigital GeniusSprout SocialSocial media supportCross-functional communicationTeam buildingEmpathyInnovationProblem-solvingCollaboration