Customer Support Director at Bellroy

Bellroy, a global company founded in Australia, is seeking a Customer Support Director to enhance their support function and scale it with the business's growth. The Director will refine existing strategies and introduce evidence-based approaches to improve customer experience, strengthen retention, and contribute to sustainable growth.

The role involves:

• Leading workshops with senior leadership.
• Analyzing customer interaction data.
• Developing a strategic roadmap for AI integration.
• Collaborating with marketing on customer insights.
• Mentoring team leaders.
• Presenting business cases for new technologies.
• Designing metrics to connect customer support performance to commercial outcomes.
• Creating a framework for nurturing customer relationships.

Requirements include:

• Strategic and adaptable mindset.
• Experience managing teams and transforming support functions.
• Experience in a multichannel, global business.
• Knowledge of AI tools and implementation.

Bellroy offers:

• Flexible WFH options.
• A diverse and close-knit team from over 25 countries.
• Commitment to accessibility and accommodations during the hiring process.