Director of Customer Experience

Director of Customer Experience

Department: Customer Experience

Employment Type: Full Time

Location: Mississauga

Compensation: $100,000 - $130,000 / year

Description

The Role

Look, nobody's perfect. Everybody's forgotten to lock the door at least once. Everyone you've ever met has included an egregious and embarrassing typo in an otherwise well-crafted email. The driver in front of you? Forgot his turn signal. Whether a sleep-deprived mistake or utter incompetence, the truth is: they deserve the benefit of the doubt.
We don't know who you work for right now, but they also realize that nobody's perfect, guaranteed. They rely on this fact. Every boneheaded management decision, every product development oversight, every foot-in-mouth communications failure - they all get swept under the fancy, embroidered "Nobody's Perfect" rug.
Of course, "swept under the rug" is a euphemism for "it becomes your problem." No big deal, right? You're tough. Resilient. A superstar. You've built a career out of answering for other people's fuckups, and you've gotten impossibly good at it. If the office were a stadium, your jersey would be hanging from the rafters.
Unfortunately, your office isn't a stadium. Your jersey isn't hanging from the rafters. The customer relationships you've brought back from the brink, the highly impactful tech initiatives you've rolled out - these aren't ending up in any highlight reels. Your success does not inspire praise, it inspires budget cuts. Average first reply times below 12 hours? An anomaly that must be corrected with layoffs. A cohesive, well-knit team of hyper-competent support reps is just another outsourcing opportunity.
And yet, you’re the one expected to uphold perfection, while everyone else in the org gets a pass. It doesn’t have to be this way.
dbrand has built its name and staked its claim on a singular mission: we create compelling experiences out of commodity products. Nobody's ever been compelled by the race-to-the-bottom antics of a penny-pinching bureaucracy. It takes an honest effort to do right by the consumer, to craft a well-considered product, and to deliver a one-of-a-kind experience at all levels of the business.
As it turns out, "Customer Experience" is a lot more fun when you aren't running cover for incompetent management. This can be your world, too. You've already opened the door. Scroll down to step through it.
The Environment

Still here? Excellent. dbrand thrives where other eCommerce companies have failed because our customers enjoy a revolutionary degree of commitment, engagement, and accessibility from us. Maintaining an internal culture of excellence, the likes of which our highly-engaged audience demands and deserves, is critical to dbrand's current and future success. Our customers deserve no less than the absolute best, and we hold every member of the team to that exacting standard.

So, what's in it for you? Well, unlike most companies, we actually care about the work we're doing. Every time our customers tweet about us, post on our subreddit, or write an adoring email, we're moving one step closer to world domination. Spreading the good word and growing our cult-like audience? That's its own reward. At dbrand, you have the opportunity to create once-in-a-lifetime brand experiences for consumers. If you're someone who's organized, committed, and excited about our mission, to say you'd thrive here would be an understatement.

Before you can get the opportunity to join our passionate, dynamic team and help us grow the cult, you'll need to prove yourself. Let’s see if you’ve got what it takes…

The Characteristics

• Agile: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
• Analytical: Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
• Collaborative: You enjoy purposeful meetings. You value the contributions and perspectives of your subordinates as much as you do your CEO.
• Curious: You’re eager to learn new concepts and master new skills. There’s no tool that’s useless in your arsenal.
• Demanding: You expect the performance of your team to be nothing short of flawless.
• Disciplined: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
• Enthusiastic: You exhibit a contagious passion for world-class customer experience.
• Innovative: You develop new approaches to complex problems.
• Leader: Your ability to execute action plans is only exceeded by your capacity for leadership. Your experience has taught you that lone wolves die hungry, while packs cannot be stopped. 
• Perfectionist: You persist until the smallest detail has been optimized. Knows nothing less than 100%.
• Persistent: You’ve never failed. You’ve only experienced speed bumps on your path to success.
• Reliable: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

The Responsibilities and Qualifications

In order to make a positive impact as part of our team, your focus in this role will be to:

• Define and execute CX strategy. 
  • Develop and continuously refine customer experience strategies that ensure a seamless, frictionless, and world-class interaction at every touchpoint.
• Maintain brand consistency.
  •  Ensure every customer interaction reflects the company's brand voice, tone, and values. 
• Own and optimize support operations.
  • Take full ownership of our customer support platform, optimizing workflows, automation, and knowledge bases to ensure efficient issue resolution without compromising quality.
• Build and lead a high-performance team. 
  • Alongside the Customer Experience Manager, recruit, train, and mentor a team of Customer Experience Representatives.
• Monitor and manage response times.
  •  Ensure that all customer inquiries are handled promptly, aligning with expected response times.
• Drive social engagement and issue resolution.
  •  Oversee customer outreach across all social platforms, ensuring timely responses, crisis management, and proactive engagement. No customer concern is left behind.
• Leverage data to enhance CX.
  •  Collect, analyze, and report on customer insights, sharing actionable intelligence with Marketing, and Operations teams to inform business decisions and drive improvements.
• Develop and implement training programs.
  • Establish a framework for continuous education and performance enhancement within the CX team, ensuring they stay sharp, adaptable, and prepared for anything.
• Refine self-service and automation.
  • Enhance customer self-service options (FAQs, chatbots, help centers) while striking the right balance between automation and human touch.
• Identify trends and mitigate issues.
  •  Stay ahead of recurring customer pain points, advocating for proactive fixes, product improvements, or policy adjustments before they escalate.
• Champion the voice of the customer.
  •  Advocate internally for customer needs, ensuring their feedback directly impacts product development, UX design, and overall brand strategy.
• Adapt and thrive in a fast-paced environment.
  •  Respond to evolving business needs, launch new initiatives, and make high-impact decisions under tight timelines. 

If you find a box you can’t check, stop reading and look for a company who demands less from their Customer Experience team:

• 5+ years of proven experience managing and scaling high-performance Customer Experience teams. 
• Experience designing and optimizing omnichannel support (email, live chat, social media, self-service, automation).
• Experience with customer engagement & retention strategies, including proactive outreach, and post-purchase follow-ups.
• Strong understanding of support platforms & CRMs such as Zendesk.
• Data-driven mindset with the ability to use analytics & reporting tools to identify trends and inform decision-making.
• Experience working in a high-growth startup or e-commerce brand where CX is a competitive differentiator is considered an asset.
• A degree in Communications, Marketing, or Business is considered an asset.
• Insights and engagement with the current state of smartphone and mobile technology.

The Moment of Truth

The job starts between $100,000 and $130,000 per year with health, dental, vision, profit-sharing and GRSP benefits. While the role is fully remote, our HQ is located a few minutes west of Toronto Pearson International Airport.

Still think you have what it takes to ensure that we're providing the world-class CX that our customers deserve? 

To be perfectly honest, we doubt it.

You’re welcome to prove us wrong. Apply