Associate Director, Customer Experience

True Classic is hiring a
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.

• Set the vision for what customer happiness means at True Classic, and translate it into a clear, measurable operating plan the team can execute against.

• Run the function on three dimensions in strict priority order — Quality first, Speed second, Cost third — so every metric and trade-off ladders into one of the three, and we never trade down the order.

• Define the experience standards — tone, response times, resolution quality, and policy — that apply consistently across DTC, Tik Tok Shop, Amazon, wholesale, and retail, held to a Ritz-Carlton / Nordstrom-level bar.

• Own the customer happiness roadmap: where we invest, what we automate, what we build, and what we fix next, prioritized by customer and business impact.

• Be the internal voice of the customer — bring the truth of what customers are experiencing into the rooms where decisions get made.

• Build and run an AI-native customer happiness function — combining best-in-class external platforms (Kodif, Gorgias) with in-house-built automation and agents.

• Drive autonomous resolution: stand up AI agents that don't just answer questions but take action — process refunds, generate return labels, track and update orders — while protecting the quality and warmth of every interaction.

• Deploy AI and automation across the whole journey — triage and routing, agent assist, RAG-powered knowledge, and returns/refund automation — and move each from pilot to production with clear governance and guardrails.

• Treat AI as operational infrastructure, not a novelty: deploy it deliberately, govern it carefully, and scale it intentionally. Know when to automate and when to elevate, when to trust the model and when to trust the human.

• Own the customer happiness tech stack end-to-end — helpdesk (Gorgias), AI automation (Kodif), Shopify, Klaviyo, and the integrations that connect them — and continuously raise the bar on what it can do.

• Build the measurement layer that proves it's working: deflection and autonomous resolution rates, cost-per-ticket, throughput per hour, and the quality scores that keep automation honest.

• Run world-class day-to-day support across every channel customers reach us on — email, SMS, iMessage, live chat, social DMs (Meta — Facebook and Instagram), Tik Tok Shop, Amazon messaging, and voice — all flowing into Gorgias as one…