Director of Customer Experience
SmallsUnited States
Posted October 23, 2025
Full Time
About the Company
Smalls is a mission-driven company that loves cats and aims to make their lives better.
Job Description
We're looking for a Director of Customer Experience & Support who's ready to lead our CS organization through its next stage of growth, transforming it from a cost center into a brand, loyalty, and revenue-driving function.
Requirements
- 7+ years of experience leading customer experience / support teams
- Experience in a fast-paced, growth-stage DTC or subscription start-ups
- A track record of scaling teams and systems while maintaining excellent service and a strong sense of brand
- Strategic thinking paired with a hands-on bias for action
- Strong analytical chops and comfort using data to guide decisions
- Deep curiosity about new technologies (especially AI) and how they can make customer experiences smarter and more personal
- Excellent communication, empathy, and leadership skills
- You’re a cat lover and a current cat parent
Benefits
- Fully paid Health, Vision, and Dental insurance
- 4-day work week
- Unlimited PTO
- Free cat food every month
