Director of Customer Experience, Rebrandly

• You have a technical and process background with experience optimizing customer support platforms and tools in PLG companies while maintaining a deep appreciation for the human elements of customer service
• You excel at implementing the right balance of AI-powered solutions, community platforms, and direct human support that enhances the customer journey
• Your approach combines technical acumen with empathy and customer psychology, enabling you to evaluate technology solutions and determine when to automate and when to provide the human touch across our web platform, mobile apps, browser extensions, and integrations
• You have strong product knowledge and can effectively translate customer insights into actionable product improvements
• With both technical understanding and people skills, you serve as the bridge between customers, support teams, and product development to drive product-led growth
• 10 years of experience in technical support, customer experience, or product operations roles in PLG SaaS companies
• Technical background, ideally with solutions engineering, technical product management, or customer success experience
• Proven track record of improving both technical support efficiency and quality of customer interactions
• Experience with vendor management in remote environments, observing and managing through KPIs and metrics
• Proven expertise in designing and managing insourced and outsourced customer support models globally
• Experience implementing and managing support platforms and tools (Zendesk, Intercom, etc.) experience with AI chatbots, knowledge bases, and community platforms
• A customer-centric approach that balances technology with human connection
• Data analysis skills to identify trends and prioritize support initiatives
• Strong troubleshooting and problem-solving skills for complex technical issues
• Excellence in cross-functional collaboration and communication
• Bachelor's degree in Business, Information Systems, or related field

Desirable

• As the Director of Customer Experience reporting to the Chief Product Officer, you will architect and execute Rebrandly's customer experience strategy that balances technical solutions with the human touch.
• You will establish and maintain effective support processes and tools—from AI chatbots and knowledge bases to community platforms and multi-channel review monitoring—while ensuring meaningful human interactions remain at the core of our customer experience.
• Your role will unite product experience, technical support infrastructure, and personalized customer care to maximize user satisfaction and product adoption
• You will be responsible for creating a scalable support model that strategically combines self-service resources with high-quality human support across our customer profiles - from creators using our free offering to teams at large companies.
• You'll determine when automation enhances the customer journey and when human intervention creates the most value. Understanding product-led growth (PLG) best practices, support technology, and customer psychology will be crucial in designing personal and responsive experiences.
• By establishing effective feedback loops between customers, support teams, and product teams, you will help drive continuous improvements that increase customer satisfaction and retention. This is a fully remote position in Europe
• Define and implement the customer support processes, documentation, and knowledge base aligned with Rebrandly's product strategy
• Establish a comprehensive support framework across all product touchpoints—web, mobile, extensions, and integrations
• Define and track key performance metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), response times, and resolution rates to ensure continuous improvement
• Design and manage both insourced and outsourced customer support models globally
• Develop effective vendor management strategies for remote teams with clear KPIs and performance goals
• Develop a support strategy that identifies when human interaction creates the most value for customers
• Design customer journey maps that integrate automated solutions with meaningful human touchpoints
• Create training programs that enhance the support team's empathy, communication, and problem-solving skills
• Establish metrics that measure both efficiency and the quality of human interactions
• Design and implement AI chatbot solutions that enhance customer self-service capabilities
• Create, maintain and improve technical documentation and troubleshooting guides for common issues
• Build and optimize customer community platforms that foster peer-to-peer support
• Implement review monitoring across app stores, extension marketplaces, and integration platforms
• Ensure automated systems know when to escalate to human support for complex issues or high-value customers
• Evaluate, select, and implement support platforms and tools (ticketing systems, knowledge bases, etc.)
• Work with engineering teams to ensure proper integration of support tools with product infrastructure
• Establish processes for efficiently escalating and resolving complex technical issues
• Create workflows that enhance support team efficiency and improve customer experience
• Analyze support metrics to identify recurring technical issues and customer pain points
• Create dashboards that highlight customer experience trends across platforms
• Use data analysis to prioritize support initiatives and measure their impact
• Provide technical guidance and mentoring to support team members
• Develop training programs to enhance both technical capabilities and customer service skills
• Establish best practices for troubleshooting and resolving complex product issues
• Foster a culture that values both technical excellence and human connection
• Collaborate with product and engineering to improve product stability and usability based on support insights
• Partner with Product teams to ensure supportability is designed into new features
• Represent the voice of the customer in product planning and development
• Establish product feedback loops between support activities and product development