Director of Customer Support Watertown, MA

About the Role

Butcher Box is seeking a Director of Customer Support to lead our customer support organization and deliver an exceptional member experience s leader will be responsible for supporting operations across internal and outsourced teams, customer experience performance, quality assurance, workforce planning, technology strategy, AI‑enabled support, Voice of Customer insights, and organizational transformation initiatives.

Reports To: VP of Corporate Development and Sales
Location: Watertown, MA (Butcher Box Headquarters)
Level: Director

We are looking for someone who can successfully run a high‑performing customer support organization while simultaneously driving meaningful improvements across people, processes, technology, automation, and customer experience. The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement.

• Lead day‑to‑day customer support operations across internal and outsourced teams.
• Develop and execute the customer support strategy aligned with company goals.
• Establish clear performance expectations, accountability, and development plans for managers and team members.
• Build a culture focused on customer empathy, operational excellence, and continuous improvement.
• Ensure service levels, customer satisfaction, and operational targets are consistently achieved.
• Lead organizational change initiatives associated with new technology, automation, and evolving support processes.

• Drive initiatives that improve customer satisfaction, loyalty, and retention.
• Serve as a champion for the customer throughout the organization.
• Partner with Product, Marketing, and Operations teams to resolve root causes of customer friction.
• Identify opportunities to proactively improve the member experience.
• Influence company priorities through customer insights and support data.
• Help establish stronger connections between support performance and customer retention outcomes.

• Own the customer support technology stack, including ticketing systems, AI tools, QA platforms, reporting systems, and future customer experience technologies.
• Lead implementation and optimization of AI‑powered support solutions.
• Identify automation opportunities that reduce customer effort and improve efficiency.
• Drive adoption of new tools, workflows, and technologies across support teams.
• Ensure support technology investments deliver measurable ROI.
• Partner with Product and Technology teams to improve customer experiences and reduce contact drivers.

• Develop and scale a robust Voice of Customer program that identifies trends, pain points, and opportunities.
• Deliver actionable customer insights to executive leadership.
• Create reporting and dashboards that connect customer feedback to business outcomes.
• Influence product, operational, and customer experience priorities through customer‑driven insights.
• Ensure customer feedback is consistently represented in business decision‑making.

• Own support KPIs including CSAT, quality scores, response times, resolution times, contact rate, first contact resolution, and cost per contact.
• Lead quality assurance and training programs.
• Develop workforce planning and forecasting models.
• Drive process improvements that increase efficiency while maintaining service quality.
• Establish scalable operational processes and reporting frameworks.
• Create accountability systems that drive continuous performance improvement.
• Manage relationships with outsourced support partners and key support technology vendors.
• Own customer support budget planning and performance.
• Identify opportunities to improve productivity and reduce operating costs.
• Develop business cases for customer experience and support technology investments.
• Ensure external partners are aligned with Butcher Box service expectations and customer experience standards.

• Successful implementation and adoption of the next‑generation customer support platform.
• Increased AI‑driven resolution rates while maintaining or improving customer satisfaction.
• Enhanced Voice of Customer…