Associate Director, Customer Service

About Scentbird:

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 500+ designer perfumes each month.

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 When we looked around, all we saw was a sea of sameness: outdated archetypes of femininity and masculinity paired with unrelatable images of luxury that we had no say in.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.

Associate Director, Customer Experience (Tier I)

Our customers deserve fast, empathetic, and reliable support across every touchpoint, from email to chat to social media. As Associate Director of Customer Experience (Tier I Support), you’ll lead the frontline engine of our CX organization. You will oversee Tier I support operations across multiple brands, ensuring world-class coverage in email, chat, AI-powered automations, and social media engagement/support.

This leader will also manage our Social Media Support Team, guiding how we present ourselves on platforms like Facebook, Instagram, TikTok, and Trustpilot, resolving issues, protecting our brand reputation, and creating “wow” moments in both public and private channels.

What You’Ll Be Responsible For:

• 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.

CSAT & NPS (Tier I & blended across channels)

• SLA Performance (First Response Time, Full Resolution Time)
• Containment & Deflection Rates (Digital Genius & chatbot flows)
• Backlog Health (aging, WIP, reopens)
• Social Care Quality (response time, sentiment, Trustpilot ratings)
• QA Scores (accuracy, empathy, compliance)

What We’ll Love About You (personality traits):

• Customer-Obsessed at Heart – You see every interaction as a chance to earn trust, build loyalty, and create a “wow” moment.
• Empathetic Leader – You naturally put yourself in the customer’s and the agent’s shoes, making decisions that balance care with efficiency.
• Calm Under Pressure – High volumes, escalations, and public social threads don’t rattle you; you bring clarity and focus in the moments that matter.
• Data-Informed, Human-First – You love dashboards and KPIs, but you never lose sight of the human on the other end of the chat, email, or post.
• Builder’s Mindset – You thrive on solving problems, streamlining processes, and tuning automation — always looking for ways to make things better.
• Collaborative Partner – You know great CX doesn’t happen in a silo. You’re proactive in working with Marketing, Product, and Engineering to advocate for the customer.
• Culture Carrier – You elevate your team by coaching with compassion, celebrating wins, and holding high standards. People love working for you because you invest in them.
• Innovator & Early Adopter – You get excited about AI and automation not as buzzwords, but as tools to scale empathy and efficiency.
• Authentic & Approachable – Whether in a 1:1 coaching session or engaging with a customer on social, you show up genuine, clear, and human

What You’ll Need to Have (required qualifications):

• 7+ years of Customer Experience/Service leadership with at least 3+ years running Tier I or frontline operations in high-volume environments.
• Hands-on expertise with Kustomer, Digital Genius, Sprout Social, and customer reputation platforms like Trustpilot.
• Proven ability to balance operational discipline (queues, SLAs, cost-per-contact) with culture and customer obsession.
• Experience leading social media support teams, ideally in subscription or consumer brands.
• Strong cross-functional communicator, skilled at turning customer insights into actionable business priorities.
• Track record of building high-performing teams through coaching, QA frameworks, and career pathing.

What You’Ll Love About Us:

●  Competitive base compensation
●  Bonus program

●  Remote first
●  Paid Time Off
●  401k with Company Match
●  Medical, Dental, Vision, and Commuter 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: CA, CO, FL, GA, IL, NJ, NY, NC, OR, PA, TX, VA, WA