Head of Customer Experience

Remote Head of Customer Experience leadership awaits at Puppy Sphere, combining customer satisfaction strategy with retention, memberships, and repeat revenue across North America.

You will lead the Customer Experience team and own scalable systems, service standards, and loyalty programs. The role connects customer feedback, CRM data, and operational improvement. Your work will turn first-time guests into lifelong customers across Puppy Sphere locations.

• Lead, coach, and develop the Customer Experience team
• Own service performance, satisfaction, resolution, and recovery
• Build processes, training programs, and centralized knowledge
• Improve support through texting, chat, email, and phone
• Drive memberships, loyalty, referrals, and repeat visits

• Three or more years in customer experience or retention
• Experience managing or coaching customer-facing teams
• Experience developing loyalty or membership strategies
• Experience with CRM systems, service tools, and customer data
• Strong communication, project management, and problem-solving skills

Lead Puppy Sphere’s customer experience growth through service excellence, membership strategy, loyalty programs, and data-informed operational improvements.