Associate Director of CX Support

5+ years of experience in customer experience, with at least 2 years in a leadership or management role
Strong written communication skills, with experience in CX documentation, knowledge bases, and clear customer-facing messaging
Experience supporting multiple brands or product lines, ensuring consistent but adaptable support
A problem-solving mindset, able to analyze CX workflows and implement improvements
Comfort working cross-functionally, especially with CX Ops, Product, and Data teams to refine processes
Ability to balance leadership with hands-on support, stepping into the queue when needed
An interest in AI and automation as tools to enhance team productivity and customer experiences
Experience working with omnichannel systems, particularly Gladly, is a plus

Lead, mentor, and inspire a CX Support team, ensuring smooth daily operations and high-quality customer interactions
Manage multi-brand support operations, balancing consistency with brand-specific service needs
Collaborate with CX Ops and cross-functional teams to refine workflows and introduce AI and automation tools that enhance efficiency
Monitor team performance and customer insights, identifying opportunities to improve elevate operational performance and customer satisfaction
Jump into the queue as needed and manage QA and escalations to stay connected to customer needs and inform process refinements
Support global show amendments, attraction fulfillment, and proactive customer notifications, keeping operations seamless and customers informed
Ensure workflows and training materials are clear, up to date, and aligned with best practices, while identifying strategic enhancements to improve efficiency and scale
Own and update internal documentation, including maintaining a structured knowledge base, ensuring support teams have clear, effective resources to handle inquiries efficiently
Contribute to AI training and self-service resources, helping improve automation effectiveness