Technical Director of Customer Experience

We are seeking a dynamic and innovative Technical Director of Customer Experience to lead and optimize our customer experience efforts at Scentbird, a leading subscription fragrance brand. This role will be pivotal in integrating technology with customer experience strategies to enhance overall customer satisfaction and loyalty. The ideal candidate will have a strong background in customer experience management, technology implementation, and team leadership.

As the Technical Director of Customer Experience, you will support a team of managers who oversee Tier II technical contacts and our Drift Brand, ensuring they have the tools and resources necessary to resolve complex customer issues effectively. Your strategic vision and technical expertise will be critical in shaping the future of our customer experience.

What You’ll Be Responsible For:

• Strategic Leadership:

  • Lead the development and execution of the customer experience strategy, leveraging technology to enhance service delivery and customer satisfaction.

  • Collaborate with the Vice President of Customer Experience & Customer Service to align the customer experience roadmap with overall business goals.

• Technology Integration:

  • Identify and implement customer service technologies (e.g., CRM systems, AI-driven tools, chatbots) to improve efficiency, personalization, and responsiveness.

  • Oversee the adoption of new tools and platforms, ensuring seamless integration with existing systems. 

  • Monitor emerging technologies and trends to keep the company at the forefront of customer experience innovation.

  • Focus on achieving a competitive self-service rate to ensure we are streamlining workflows to the correct channels

• Team Leadership:

  • Lead and mentor a team of 10+ customer experience agents and 1 manager, fostering a culture of continuous improvement, innovation, and customer-centricity.

  • Provide guidance on best practices, training, and development to enhance team performance.

  • Set clear goals, monitor progress, and provide regular feedback to ensure high levels of engagement and performance.

• Customer Insights & Analytics:

  • Utilize data analytics to gain insights into customer behavior, preferences, and pain points, driving informed decision-making.

  • Implement and manage customer feedback loops, ensuring continuous improvement based on customer insights.

  • Report on key performance indicators (KPIs) and metrics related to customer satisfaction, response times, and service quality.

• Process Optimization:

  • Continuously evaluate and improve customer service processes, identifying areas for efficiency gains and service enhancements.

  • Implement best practices in customer experience management, ensuring consistent and high-quality service delivery across all touchpoints.

• Cross-Functional Collaboration:

  • Work closely with marketing, product development, and IT teams to ensure customer experience strategies are aligned with broader business initiatives.

  • Advocate for the customer within the organization, ensuring their needs and expectations are understood and met across all departments.

• Budget Management:

  • Manage the customer experience technology budget, ensuring cost-effective use of resources.

  • Evaluate the ROI of technology investments, making adjustments as necessary to maximize value.

What You’ll Need to Have:

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. A Master’s degree or equivalent experience is preferred.

Experience:

• Minimum of 5+ years of experience in managing a customer support team that manages level 1 general support. 

• Minimum of 5+ years of experience in a technical leadership role, with a focus on customer experience technologies.

• Proven track record of managing CRM systems, AI engineering projects, and automation tools in a customer service environment.

• Experience in leading and mentoring technical teams, particularly those supporting Tier II or higher-level technical contacts.

Technical Skills:

• Strong knowledge of CRM platforms (e.g., Zendesk, Gladly, Intercom, Zoom,) and their integration with other systems.

• Expertise in AI technologies and their application in customer services, such as chatbots, predictive analytics, and sentiment analysis.

• Proficiency in backend system workflows and automation tools.

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to translate technical concepts into actionable strategies.

• Strong project management skills, with the ability to handle multiple projects and priorities simultaneously.

• Innovative mindset with a passion for exploring and implementing new technologies.

What You’ll Love About Us:

• Competitive base compensation    

• Bonus program

• Remote first*    

• Paid Time Off    

• 401k with Company Match    

• Medical, Dental, and Vision Benefits

• Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts

• Complimentary Scentbird Membership

• A fun, creative and energetic work environment

* We are hiring in the following states: Arizona, California, Florida, Illinois, New Jersey, New York, Ohio, Oregon, Pennsylvania, Texas, Virginia, Washington

About the Brands:

• Scentbird: The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment
• Deck of Scarlet: Deck of Scarlet is on a mission to break the clean category, redefining what clean fragrances should smell like. Composed entirely of vegan, cruelty-free ingredients, our fragrances bridge the gap between the clean and luxury categories, using the highest eau de parfum concentrations housed in sculptural, eye-catching bottles. You shouldn’t have to choose between being luxe and refined, or clean and vegan—now, you don’t have to.
• Confessions Of A Rebel: We were born in 2018, holding fast to the idea that the fragrance industry was in dire need of a change. When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in. In truth, we are complex in ways that cannot be contained in the traditional heteronormative stereotypes, existing beyond the binary with raw, unfiltered voices that deserve to be heard.
• Goodhabit: Enriched with a blend of essential oils, Goodhabit’s clean, vegan, cruelty-free fragrances act as bottled intentions you set free with each mist. Our scents are designed to help you align with the good habits you’re building, while working to enhance and boost your mood. Inhale, exhale, and let the good energy flow through you.
• Sanctuary: Created for those who care about the fate of our planets, Sanctuary offers fragrance for a better future. Our clean, community-driven fragrances are inspired by endangered species and their habitats, each aimed at raising money and awareness for the preservation of their namesake.
• Drift: Drift began as an alternative to all of the tacky air care products on the market. Our products are designed to blend in, with amazing scents that stand out. We take pride in our fragrances, keeping them free from the traditional chemicals used in the fragrance industry. We are always phthalate and paraben free. We never skimp on quality of our scents or the products that deliver them. Our design ethos is simple but effective. We love our community, those who won’t settle for ordinary, and we want to deliver a best in class experience.

Scentbird is committed to bringing individuals from different backgrounds and perspectives into the Nest. We strive to uphold an inclusive environment where individuals of all different backgrounds, ages, colors, ethnicities, gender, or gender identities, genetics, physical or mental abilities, protected veteran status, race, religious or sexual orientation, thrive. We respect the laws enforced by the EEOC and are dedicated internally to going above and beyond in fostering diversity. Come as you are - we’re excited to meet you.