Senior Director of Customer Support Operations

Responsibilities

• How You'll Do It:
• Operational Excellence - Customer Service
• Own SLA definition and performance goals, while overseeing day-to-day CS operations across all channels (email, phone and chat)
• Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase
• Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality
• Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best-in-class customer experience
• Strategically balance in-house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment.
• Strategy & Leadership - Customer Experience
• Own and evolve BRUNT's Customer Experience strategy, ensuring it scales with the business and supports long-term brand and growth goals
• Lead, develop, and mentor two Senior Managers, and their teams, ensuring clear ownership, accountability, and alignment across the team.
• Establish and maintain a high-performance CX culture across in-office, remote, and BPO teams
• Serve as the senior CX voice within the company, advocating for the customer in cross-functional meetings and decisions
• Cross-Functional Partnership
• Act as a customer advocate across the organization, ensuring the customer experience feedback and dates meaningfully inform decisions in Marketing, Merchandising, Operations, and Digital Product
• Partner closely with the Retention and Acquisition teams to improve LTV, retention rates, repeat purchase behavior, and post-purchase engagement, ensuring CS/CX insights inform their strategies.
• Work closely with the Operations team to:
• Ensure customer needs are met operationally (shipping, inventory, returns, etc.)
• Establish clear feedback loops so recurring customer pain points translate into operational improvements.
• Collaborate with Merchandising and Digital Product Teams to:
• Provide structured customer feedback on product performance, fit, and quality
• Ensure CS/CX is prepared for launches, site promotions, and updates before they impact customers
• Build and maintain scalable ways of working cross functionally, to ensure the organization is aligned on customer trends, feedback, risks, and opportunities.
• Data & Systems Ownership
• Own CS/CX performance metrics including SLA, NPS, CSAT, ticket resolution time, and contact drivers
• Translate CS/CX data into actionable insights and clear recommendations for cross-functional partners, and BRUNT leadership
• Maintain deep working knowledge of core systems including Shopify, Gorgias, Loop Returns, and Order Management System, ensuring CX processes evolve alongside tools
• Proactively recommend improvements to tools, systems, automation, and data t

Benefits

Additional Information

We're leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country's tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs. The BRUNT team is not only devoted to improving on the old workwear standards, but we're also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we're all about getting boots on the ground and building something real with the BRUNT crew.

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