Director of Customer Support

About the role

You will own the end-to-end customer support strategy and execution for ButcherBox, defining the vision and roadmap for world-class member experiences. You will lead and develop a high-performing support organization, balancing empathetic member interactions with rigorous operational discipline. This role requires deep accountability for key performance metrics, quality standards, and the overall health of the support function. You will champion a culture of continuous improvement, driving initiatives that enhance efficiency, reduce friction, and elevate the member journey. You will be the primary owner of the Voice of Customer program, translating member feedback into actionable insights for cross-functional teams. This position will also own the design and implementation of AI-enabled support solutions to scale impact. Ultimately, you will ensure that our support organization delivers on the ButcherBox promise of better meals, supported by a resilient and innovative team.

Key facts

What you'll do

Lead the end-to-end strategy, operations, and performance of the customer support organization, including internal and outsourced teams.

Own the development, execution, and measurement of a multi-channel support strategy that advances member retention and lifetime value.

Partner with Product, Technology, Marketing, Operations, and Finance to align support insights with business priorities and growth objectives.

Champion the adoption of AI and automation to enhance agent productivity, improve resolution quality, and scale member support.

Build and maintain a robust Voice of Customer program that captures, analyzes, and actionizes member feedback for cross-functional stakeholders.

Establish rigorous quality assurance frameworks, coaching programs, and performance management systems to drive consistent excellence.

Develop and manage workforce planning, capacity models, and forecasting to ensure optimal coverage and cost efficiency.

Overhear the selection, onboarding, and development of a high-performing support team, fostering an inclusive and collaborative culture.

Define and manage key support metrics, dashboards, and reporting to provide clear visibility into performance and member sentiment.

Lead process improvement initiatives that streamline workflows, reduce member effort, and remove operational bottlenecks.

Evaluate, implement, and optimize support technology and tools to create a best-in-class member experience.

Drive the development of scalable support solutions that balance empathy, efficiency, and brand integrity.

Collaborate with leadership to build business cases, secure resources, and guide organizational transformation for the support function.

Act as a thought leader and external representative of the support organization, elevating ButcherBox's brand through expertise and results.

Requirements

Demonstrated experience in a Director-level role managing a customer support organization, with a proven track record of scaling operations.

Strong background in developing and executing support strategies that drive member retention, satisfaction, and operational efficiency.

Extensive experience with quality assurance, performance management, and coaching frameworks for support teams.

Proficiency in workforce planning, forecasting, and the use of data to drive staffing and operational decisions.

Solid understanding of support technology stacks, including ticketing systems, knowledge bases, and customer data platforms.

Experience implementing AI and automation solutions within customer support environments to improve scalability and effectiveness.

Strong business acumen, with the ability to translate customer insights into actionable recommendations for cross-functional partners.

Excellent leadership skills, with the ability to manage, develop, and inspire a diverse team in a fast-paced, mission-driven environment.

Nice to have

Experience in a certified B Corp environment and familiarity with mission-driven, values-based organizations.

Background in subscription-based or direct-to-consumer models within the food and beverage industry.

Experience with modern support technology platforms and AI-enabled tools.

Practical notes

This is a full-time position based in Watertown, Massachusetts, at our headquarters. Travel may be required for team meetings, training, or business needs. The role is eligible for standard employment authorization in the United States. Applications will be reviewed on a rolling basis until the position is filled.