Director of Customer Experience

eskiin started with a simple mission: improving skin, hair and overall wellbeing by transforming the shower experience with clean water in one million homes. We’ve built a filtered-showerhead and water-first beauty brand that our customers genuinely love, and we’re scaling fast. Our standard is simple: as we grow, our loyal customers should never feel us getting bigger, only better.

About the role

We’re looking for a

Director of Customer Experience

to lead and scale CX through hypergrowth. This is a strategic leadership role where you’ll own the vision, strategy, technology, metrics, and team behind one of our most important functions.

This is

not

a ticket-management role. Our CX Manager leads day-to-day operations where you’ll focus on building the systems, AI, automation, and people that enable world-class customer experiences to scale efficiently and profitably.

At eskiin, Customer Experience is where our promise to take customer feedback seriously comes to life. You’ll turn customer insights into action, partner closely with leadership, and ensure the voice of the customer influences everything from product decisions to operational improvements.

What you’ll own

• CX strategy & department leadership. Own the vision, roadmap, and operating rhythm for the entire CX function, aligned to eskiin’s growth goals. You’re accountable for the department’s performance through leadership and systems, not ticket triage.

• An AI-forward tech stack. Own and optimize the CX ecosystem with supporting platforms such as Gorgias, Recharge, Siena AI, Loop Returns, and whatever comes next. Evaluate ROI with the CFO, kill manual work, and push automation without losing the human touch.

• Retention & revenue protection. Refunds, returns, exchanges, chargebacks, subscription saves, and loyalty. Cut avoidable churn and revenue leakage in partnership with Finance and Growth all while protecting customer trust.

• AI & automation strategy. Own Siena’s and other AI automated performance, training, and expansion; set automation targets; drive deflection while protecting CSAT and brand quality.

• Voice of the customer. Turn customer feedback into insight that reaches leadership before small issues become big ones. You’ll have a pulse on product quality, fulfillment, new product ideas, and emerging trends.

• Team & talent. Coach and develop the CX Manager and team, build career paths and onboarding, and grow a high-performance culture built on ownership and accountability.

What success looks like (first 12 months)

• Support rapid business growth while improving operational efficiency.

• Build an AI-first CX organization with best-in-class CSAT, QA, and resolution times.

• Increase subscription retention while reducing refunds and chargebacks.

• Give leadership real-time visibility into customer sentiment.

• Position CX as a strategic growth function across the company.

Who we’re looking for

The strongest candidates usually come from one of these:

• Customer experience or support leadership at a high-growth DTC / e-commerce brand with subscription experience as an important factor.

• A CX or operations leader who scaled a team through high growth without breaking service quality

• Someone who has owned a CX cost structure and a modern support + AI tech stack end-to-end

You likely bring

• 5+ years leading CX or support, including people leadership

• A track record of holding service quality while lowering cost per contact

• Hands-on fluency with helpdesk + AI tooling (Gorgias, Siena or similar) and returns / subscription platforms

• Strong data chops in forecasting, capacity planning, and dashboards leadership can trust

• Exceptional, proactive communication and ruthless prioritization

• Genuine customer obsession and high ownership

How we work

• Integrity

: Highest standards. Total honesty. Deliver on every commitment, every time.

• JAM

: Fast-paced execution. Zero tolerance for mediocrity. A-players only.

• Fearless

Comms: Speak up boldly. Solve fast. Bring solutions, not complaints.

• Gratitude:

For our customers, our teammates, and the chance to build something extraordinary.

Why you’ll love this role

• Own the entire CX strategy for one of the fastest-growing DTC brands.

• Work directly with the CFO and executive team.

• Build an AI-first customer experience organization.

• High ownership and fast decision-making.

• Fully remote team with a talented leadership team that keeps you challenged and always learning.

• Opportunity to shape the future of a company scaling rapidly.

• Competitive base + performance bonus

*We want you to be excited and passionate about building the CX engine for one of the fastest-growing brands without losing the drive to always add more value from a customer’s perspective. If that’s you, we want to talk.*