Centr · 16 hours ago
Director of Customer Support
Norco, CA
Full-time
Hybrid
Director/Executive
8+ years expCentr is a globally recognized wellness platform founded by Chris Hemsworth, providing tools for people to lead their strongest lives. They are seeking a Director of Customer Support to build a modern support organization that enhances customer experience and transforms support into a revenue and loyalty engine. This role involves designing comprehensive customer support strategies, leading automation efforts, and ensuring customer insights drive product and marketing improvements.
WellnessHealthcareFitnessHealth Care
Responsibilities
Own the End-to-End Customer Support Strategy
Design and execute a comprehensive CX strategy spanning:
Pre-purchase guidance for high-AOV fitness equipment
Post-purchase support (orders, delivery, setup, returns)
App subscription support (billing, access, content, experience)
Retail customer support in coordination with Technical Service, Sales and Warehouse teams
Define clear support principles: when to automate, when to escalate, when to delight
Establish clear SOPs, QA standards, and performance metrics
Gorgias Mastery & Automation Leadership
Architect Gorgias as a central CX operating system
Build and maintain:
Advanced rules, macros, tagging, and views
AI-driven triage, routing, and response suggestions
Self-service flows (order changes, returns, account fixes, FAQs)
Drive ticket deflection and one-touch resolution without degrading experience
Own integration strategy across Shopify, subscriptions, warehouse systems, and voice
Turn Support into a Revenue & Loyalty Engine
Design and implement:
Save flows and intelligent cancel deflection
Upsell and cross-sell aligned with customer goals
Pre-purchase advisory workflows for big-ticket equipment
Ensure support agents are credible fitness advisors, not script readers
Develop SOPs for product setup support and escalation
Prove revenue impact via controlled experiments and reporting
Own CX Levers & Economics
Full ownership of:
Refund policy and execution
Appeasement guidelines and budgets
Escalation thresholds and exception handling
Balance customer trust with financial discipline
Partner with Finance and Ops to model CX tradeoffs
Be the Voice of the Customer
Create tight feedback loops into:
Product (app experience, bugs, friction)
E-commerce (delivery, setup, returns)
Marketing (expectation-setting, messaging gaps)
Translate qualitative support insights into clear, actionable recommendations
Qualification
Required
8–12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
Deep, hands-on expertise with Gorgias
Proven track record deploying automation, AI, and self-service at scale
Comfortable owning CX tradeoffs and making judgment calls
Fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
Able to build systems and roll up sleeves to dive into tickets to understand root causes
Strong operator with high standards and low tolerance for chaos
Preferred
Experience supporting high-AOV physical products
Background in fitness, health, or performance coaching
Experience integrating voice support into modern CX stacks
Company
Centr
Centr is a leading fitness, nutrition, and mindfulness platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-03-31Acquired
Leadership Team
Jerry Solomon
Chief Operating Officer
Recent News
Business Wire India
2025-05-05
Company data provided by crunchbase