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Associate Director
Associate DirectorScentbird • Knoxville, TN, US
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Associate Director

Associate Director

Scentbird • Knoxville, TN, US
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  • [job_card.full_time]
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Associate Director, Customer Experience (Tier I)

Our customers deserve fast, empathetic, and reliable support across every touchpoint, from email to chat to social media. As Associate Director of Customer Experience (Tier I Support), you will lead the frontline engine of our CX organization. You will oversee Tier I support operations across multiple brands, ensuring world-class coverage in email, chat, AI-powered automations, and social media engagement / support.

This leader will also manage our Social Media Support Team, guiding how we present ourselves on platforms like Facebook, Instagram, TikTok, and Trustpilot, resolving issues, protecting our brand reputation, and creating "wow" moments in both public and private channels.

What You'll Be Responsible For :

  • Lead Tier I support operations across multiple brands, handling high-volume email, chat, and social media contacts with excellence.
  • Own queue management, staffing, and SLAs within Kustomer; ensure coverage for First Response and Full Resolution targets.
  • Drive high CSAT and NPS by embedding empathy, speed, and accuracy into every Tier I interaction.
  • Partner with Digital Genius to tune email AI flows (intent detection, suggested replies, and self-service containment).
  • Monitor chatbot performance; optimize deflection and escalation pathways for seamless customer experiences.
  • Identify opportunities to reduce friction and improve cost-per-contact through automation, macros, and workflow refinements.
  • Lead the Social Media Support Team using Sprout Social, ensuring consistent, on-brand responses across platforms.
  • Own customer care on Trustpilot and other review channels; build playbooks for engagement, recovery, and brand defense.
  • Partner with Marketing / Comms on social CX strategy, aligning brand voice with service standards.
  • Hire, coach, and mentor Tier I agents and leads; build a culture of accountability, empathy, and continuous learning.
  • Implement structured QA reviews and calibration sessions to ensure consistent service quality across channels.
  • Create growth pathways for frontline talent into Tier II, QA, or automation-focused roles.
  • Share frontline Voice of the Customer insights with Product, Engineering, Fulfillment, and Marketing to drive fixes and improvements.
  • Quantify the impact of top contact drivers and present business cases for product or process changes.
  • Ensure escalation pathways to Tier II and other departments are smooth, documented, and customer-first.

CSAT & NPS (Tier I & blended across channels)

  • SLA Performance (First Response Time, Full Resolution Time)
  • Containment & Deflection Rates (Digital Genius & chatbot flows)
  • Backlog Health (aging, WIP, reopens)
  • Social Care Quality (response time, sentiment, Trustpilot ratings)
  • QA Scores (accuracy, empathy, compliance)

    • What We'll Love About You (personality traits)

  • Customer-Obsessed at Heart You see every interaction as a chance to earn trust, build loyalty, and create a "wow" moment.
  • Empathetic Leader You naturally put yourself in the customer's and the agent's shoes, making decisions that balance care with efficiency.
  • Calm Under Pressure High volumes, escalations, and public social threads don't rattle you; you bring clarity and focus in the moments that matter.
  • Data-Informed, Human-First You love dashboards and KPIs, but you never lose sight of the human on the other end of the chat, email, or post.
  • Builder's Mindset You thrive on solving problems, streamlining processes, and tuning automation always looking for ways to make things better.
  • Collaborative Partner You know great CX doesn't happen in a silo. You're proactive in working with Marketing, Product, and Engineering to advocate for the customer.
  • Culture Carrier You elevate your team by coaching with compassion, celebrating wins, and holding high standards. People love working for you because you invest in them.
  • Innovator & Early Adopter You get excited about AI and automation not as buzzwords, but as tools to scale empathy and efficiency.
  • Authentic & Approachable Whether in a 1 : 1 coaching session or engaging with a customer on social, you show up genuine, clear, and human

    • What You'll Need to Have (required qualifications)

  • 7+ years of Customer Experience / Service leadership with at least 3+ years running Tier I or frontline operations in high-volume environments.
  • Hands-on expertise with Kustomer, Digital Genius, Sprout Social, and customer reputation platforms like Trustpilot.
  • Proven ability to balance operational discipline (queues, SLAs, cost-per-contact) with culture and customer obsession.
  • Experience leading social media support teams, ideally in subscription or consumer brands.
  • Strong cross-functional communicator, skilled at turning customer insights into actionable business priorities.
  • Track record of building high-performing teams through coaching, QA frameworks, and career pathing.

    • What You'll Love About Us :

    Competitive base compensation Bonus program Remote first Paid Time Off 401k with Company Match Medical, Dental, Vision, and Commuter Benefits Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts Complimentary Scentbird Membership A fun, creative and energetic work environment

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    Associate Director • Knoxville, TN, US

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