Director of Customer Experience

You will build and lead customer experience and retention at Jacob, creating lasting relationships that make customers feel heard, known, and appreciated. You’ll combine hands-on customer care with the creativity, team leadership, systems, and judgment needed to deliver exceptional–and personal–experiences as we grow.

Your responsibility goes beyond resolving individual issues. You’ll own how we care for customers when they need us and how we engage, recognize, and reward them throughout their relationship with Jacob. From thoughtful everyday interactions to subscriber benefits, unexpected gifts, and opportunities to help shape future products, you’ll build programs that deepen trust, strengthen loyalty, and give customers reasons to keep coming back.

What you'll do:

• Lead customer support across channels. Own the quality and consistency of support across email, social, Amazon, and Faire, coordinating with the people and partners responsible for each channel. Set clear standards for response times, resolution, and communication that reflect Jacob’s voice and values.
• Build systems that make great service repeatable. Develop and maintain workflows, escalation paths, training materials, and a useful knowledge base. As we build the customer service team, establish clear responsibilities and coverage, and coach the team to deliver thoughtful, personal care.
• See issues through to resolution. Coordinate with internal teams and external partners to resolve customer problems, communicate clearly throughout, and go above and beyond to make things right and rebuild trust.
• Be the voice of the customer. Build ways to listen to customers beyond support conversations. Bring their feedback into product, operations, and content decisions, identify recurring concerns, and work with the relevant owners to address root causes before issues escalate.
• Create memorable customer experiences. Find thoughtful ways to surprise, recognize, and involve our customers. This could include early access to new flavors, subscriber sample packs, exclusive offers, subscription milestone gifts, or opportunities to participate in future product development. Bring your own ideas for making customers feel like a valued part of Jacob.
• Own customer retention and loyalty. Develop and lead programs that strengthen customer relationships, encourage repeat purchases, and make being a Jacob customer more rewarding over time. Take ideas from concept through execution, working across teams to measure their impact and improve them.

Requirements

• 3-5+ years of experience in ecommerce customer service, customer experience, or closely related operations (bonus for leadership)
• Experience improving support processes, coaching teammates, and resolving complex customer issues
• Comfort working within ecommerce platforms and customer support tools
• A customer-first orientation: you obsess over making things right and going above and beyond
• Understands that a program that trades customer trust for a short-term number is the wrong program, and you’re expected to say so
• Care deeply about health, performance, and helping others feel better.