Hybrid Director of Customer Experience

at LoadUp

• Job title: Director of Customer Experience
• Job type: Full Time
• Experience level: Lead
• Salary: $115,000 - $145,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United States

About the role

• Director of Customer Experience leading customer support and CX functions at LoadUp, a tech-enabled junk removal company. Managing high-impact teams to drive operational excellence and strategy.

Responsibilities

• Lead & Scale a High-Impact CX Team
• Oversee day-to-day operations across all channels (voice, SMS, email, chat).
• Manage, mentor, and grow a team of managers, team leads, and QA specialists.
• Build a culture of accountability, empathy, and performance.
• Shape and Own key CX metrics: CSAT, FCR, AHT, SLA.
• Design and execute a roadmap to elevate both customer and agent experience.
• Optimize support channels, tech stack, and self-service automation.
• Drive CX Operations Excellence and own our CX systems (Kustomer, Aircall, Help Center, etc.).
• Develop scalable systems for QA, training, onboarding, and scheduling.
• Create SOPs and escalation protocols that work in real-life situations.
• Be the Voice of the Customer by influencing product and operations decisions with real customer insight.
• Collaborate closely with Product, Engineering, Marketing, and Operations.
• Ensure alignment between our digital platform and real-world service.
• Manage escalations, refunds, and claims in partnership with Legal and Ops on incident response and safety processes.

Requirements

• 5-7+ years in customer experience, support, or CX operations, with at least 3 years in leadership.
• Experience in on-demand, logistics, or marketplace environments is highly preferred.
• Strong B2C background; B2B exposure is a bonus.
• Skilled in managing remote, distributed, or hybrid teams.
• Fluent in support platforms and support KPIs.
• Comfortability working in a fast-paced, high-growth environment.

Benefits

• Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
• Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
• Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
• 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
• Employee Recognition Program – Get rewarded and celebrated for your hard work and contributions.
• Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
• Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
• Growth with Purpose – We're a scaling company where leadership roles evolve. You'll have the opportunity to grow alongside the business and shape its future.