Associate Director, Customer Experience

Associate Director, Customer Experience

True Classic is hiring an Associate Director, Customer Experience to own the entire customer experience across every channel we sell on — Shopify (DTC), Tik Tok Shop, Amazon, wholesale, and retail. This role is accountable for how every customer feels after they meet us: the resolution of every question, the speed of every reply, the consistency of every interaction, and the loyalty we earn on the other side of it.

You'll set the vision for what world-class customer happiness looks like at True Classic — and then go build and run it.

This is an AI-native role by design. We're building the customer happiness function of the future — a blend of in-house-built automation and best-in-class external tooling that lets us resolve faster, personalize deeper, and care at a scale that wasn't possible a few years ago. You should be the kind of operator who reaches for technology to solve a customer pain point before you reach for headcount — and who knows exactly when to let a human take over.

All of True Classic's roles are global and omni-channel, leading designated areas of accountability across all product categories, countries, and sales and marketing channels. This role will have impact across DTC, retail, wholesale, marketplaces, and emerging channels, ensuring strategic alignment and executional rigor across the enterprise.

• Vision, Strategy & Standards
• AI, Automation & Tooling
• Support Operations & Order Management
• Channel & Experience Consistency
• Team & BPO Leadership
• Ratings, Reviews & Reputation
• True Classic Insiders (Loyalty)
• Insight & Action Systems
• Cross Functional Collaboration

• 8+ years in customer experience, customer service, or customer success — including direct ownership of a customer-facing function at a high-growth DTC or e-commerce brand.
• Proven experience leading both onshore and offshore teams, and managing BPO partners to a high standard.
• Hands-on fluency with DTC customer service tooling — Gorgias and Kodif (or comparable platforms such as Kustomer, Richpanel, Gladly, or Zendesk) are particularly important — plus Shopify and Klaviyo.
• A genuinely AI-native, forward-thinking operator: you've deployed automation and AI agents to resolve customer issues at scale, and you have the judgment to know where they help and where they don't.
• Track record of building and improving systems — knowledge bases, QA frameworks, SLAs, staffing models — not just running day-to-day operations.
• Strong command of CX metrics (CSAT, NPS, CES, FCR, contact rate, cost-per-ticket) and how they connect to retention and LTV.
• A builder and a leader: you can set the vision and roll up your sleeves to deliver it. Comfortable being hands-on in a fast-moving, lean environment.
• Deep, real customer empathy — you go the extra mile for customers and expect your team to do the same.
• Strong communication skills and the ability to operate effectively in a fast-moving, matrixed, omni-channel organization.

• Experience owning customer experience across multiple sales and social channels (DTC, Amazon, Tik Tok Shop, Meta — Facebook and Instagram, wholesale, and/or retail).
• Background in apparel, consumer goods, or another high-velocity, high-volume SKU business.
• Experience running or scaling a loyalty or membership program.
• Experience building in-house tooling or automations (low-code/no-code or in partnership with engineering).
• International customer experience across multiple geographies, including familiarity with privacy and consumer-protection standards (e.g., GDPR, CCPA).

• AI-forward helpdesk, platforms, and support automation (Gorgias, Kustomer, Richpanel, Gladly, Decagon, Siera, Siena, Zendesk, etc.)
• Ratings & reviews / reputation management (Okendo, Trustpilot, Amazon, Google)
• B2C tech stack:
  Shopify, Klaviyo, Amazon, Fuego, etc.
• Reporting and dashboards; comfort working with data to drive decisions (Looker, Omni, Big Query)

• Vision-setting and prioritization
• People leadership across distributed and offshore teams
• BPO and vendor management
• Systems thinking and process design
• Customer empathy and…