Director of Customer Support

About the Role

Department:
Corporate Sales

Reports To:

VP of Corporate Development and Sales

Location:

Watertown, MA (Butcher Box Headquarters)
Level: Director
Base Salary: $ - $

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 support 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.

The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement. They will partner cross-functionally with Product, Technology, Marketing, Operations, and Finance to ensure customer feedback drives business decisions while building a scalable support organization that supports company growth.

This role is both a senior operator and a transformation leader. 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.

Butcher Box is entering a period of significant customer experience transformation. Over the next several years, we will modernize our support technology stack, expand AI-powered customer experiences, strengthen our Voice of Customer capabilities, and continue evolving our operating model across internal and outsourced teams.

This role is critical to that journey. The Director of Customer Support will help shape how we support and retain members while building a scalable operation for the future. Success requires balancing operational excellence with innovation, ensuring we continue to deliver an outstanding member experience while improving efficiency and leveraging new technologies.

The ideal candidate is equally comfortable managing day-to-day operations, developing leaders, analyzing data, implementing technology, and influencing executive-level decisions.

Customer Support Leadership

• 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.

Customer Experience & Retention

• 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.

AI, Automation & Technology

• 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.

Voice of Customer

• 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…