Director of Customer Experience

At Smalls we believe cats and their humans deserve better, and that starts with every interaction they have with us.

We’re looking for a Director of Customer Experience & Support who’s ready to lead our CS organization through its next stage of growth: transforming it from a cost center into a brand, loyalty, and revenue-driving function. This leader will balance customer love with operational rigor by identifying moments to delight customers in ways that drive loyalty, while ensuring every initiative delivers measurable ROI and sustainable impact.

This leader will bring the perfect blend of care and clarity— someone who dreams big about how we can wow our customers and deepen their relationship with Smalls, while staying laser-focused on ROI and business impact. They’ll also keep us ahead of the curve by helping Smalls thoughtfully adopt AI and automation tools that make our service faster and more efficient, without ever losing the human touch.

What You'll Do:

Build a Best-in-Class Experience

• Transform our CS org from a reactive support function into a proactive experience driver that builds loyalty and grows revenue in directly measurable ways.

• Identify and champion opportunities to go above and beyond for customers in places that matter, from thoughtful problem solving to true moments of surprise & delight.

• Evaluate and prioritize initiatives based on customer impact and ROI to ensure investments drive measurable business outcomes.

Leadership & Team Development

• Lead our CX/CS team through a period of change by setting clear goals & objectives and fostering a positive, high-performance culture.

• Build scalable team structures and ensure the organization evolves appropriately with company growth.

• Collaborate with the People team to build policies, procedures, and career growth paths that attract, retain, and develop world-class CX talent.

Operational Excellence

• Set, monitor, and analyze performance metrics (CSAT, first response rate, solve rate, QA scores) to continuously improve service quality and efficiency.

• Use insights from analytics and forecasting to make smart staffing, scheduling, and hiring decisions.

• Establish cross-functional escalation paths to ensure customer issues are resolved effectively.

• Balance innovation with efficiency by ensuring every initiative drives measurable value, not just good vibes.

AI & Technology Innovation

• Keep a pulse on emerging CX technologies, particularly in AI and automation, and develop a roadmap for testing and integrating the right tools at the right times to improve efficiency, scalability, and customer delight.

• Identify where automation enhances the customer experience and where a human voice still matters most.

• Ensure technology and process changes are implemented with strong change management, training, and measurement frameworks.

Champion the Customer

• Build feedback loops that help the voice of our customers shape decisions across the company.

• Create processes that help cross-functional teams resolve issues quickly, confidently, and with empathy.

• Inspire the entire company to think customer-first, ensuring the voice of the customer informs product, marketing, and operational decisions.

What we'll love about you:

• 7+ years of experience leading customer experience / support teams.

• Experience in a fast-paced, growth-stage DTC or subscription start-ups.

• A track record of scaling teams and systems while maintaining excellent service and a strong sense of brand.

• Strategic thinking paired with a hands-on bias for action, you’re as comfortable shaping a vision as you are jumping in to fix a workflow.

• Strong analytical chops and comfort using data to guide decisions.

• Deep curiosity about new technologies (especially AI) and how they can make customer experiences smarter and more personal.

• Excellent communication, empathy, and leadership skills.

• You’re a cat lover and a current cat parent.

What you’ll love about us:

• Mission-Driven Company: We love cats and we're here to make nine lives ten.

• People-Driven Company: We treat our people like people; we're committed to Smalls, and we work hard but also respect everyone’s lives outside of work.

• Data-Driven Culture: We love using data to guide decision-making where appropriate, but we also know when to move quickly and go with our gut.

• Competitive Salary: Make some $$$.

• Very Competitive Benefits: Fully paid Health, Vision, and Dental insurance. 4-day work week. Unlimited PTO.

• Fully Remote Office & Culture: Our team is spread across the US day to day, but we travel for department & company off-sites and retreats.

• Free Product: Free cat food every month.