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Director, Customer Operations
Campspot
- New York, New York, United States
- New York, New York, United States
Über
We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone.
The Role Campspot is seeking a Director of Customer Operations to lead and scale our Customer Support organization. This role will have direct oversight of the customer support team and will be responsible for driving operational excellence, team performance, and customer satisfaction.
The ideal candidate is a strategic operator and people leader who thrives on building high‑performing teams, introducing meaningful metrics, and continuously improving processes to deliver a best‑in‑class customer experience.
Key Responsibilities Team Leadership & Management
Lead, coach, and develop the Customer Support team, including managers and frontline support staff
Foster a customer‑first culture focused on empathy, accountability, and continuous improvement
Research and implement new tools, including AI, to improve efficiency and customer experience
Manage relationships with vendor service providers
Develop planning forecast and match with staffing needs
Identify key bottlenecks and gaps across customer journey
Collaborate with Product to prioritize bug resolution
Analyze customer feedback to surface themes with broader product and strategy implications
Implement omni‑channel monitoring and escalation across owned and public touchpoints
Manage QA of support interactions and investigate process breakdowns
Directly manage high‑sensitivity service escalations
Partner with HR and leadership on hiring, onboarding, performance management, and career development
Operational Excellence
Own the day‑to‑day operations of Customer Support, ensuring consistent, high‑quality service delivery
Design, implement, and refine scalable support processes and workflows
Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes
Metrics & Performance Management
Define, track, and report on key customer support metrics (e.g., response times, resolution times, ticket volume)
Use data and insights to identify trends, guide decision‑making, and drive measurable improvements
Establish clear performance goals and accountability across the team
Customer Experience & Cross‑Functional Collaboration
Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders
Partner cross‑functionally to address root causes of customer issues and improve the end‑to‑end customer journey
Support major initiatives, product launches, and change management efforts impacting customers
Qualifications
7+ years of experience in customer support, customer operations, or customer experience roles
5+ years of experience leading and managing teams, including people managers
Proven experience building or scaling customer support operations in a SaaS or technology environment
Strong analytical skills with hands‑on experience defining and using performance metrics
Excellent communication, leadership, and stakeholder management skills
Passion for delivering exceptional customer experiences and developing people
Nice to Have
Experience with support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud)
Background in process improvement methodologies (Lean, Six Sigma, or similar)
Experience working in a growth‑stage or scaling organization
Experience working with third‑party service providers, including onshore and offshore
Compensation And Benefits
Anticipated starting annual salary: $110k‑$130k
Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
401(k) plan with employer match
Flexible and casual work environment
Employee camping credit to encourage getting outdoors and experiencing our product!
Location and Remote Policy While Campspot is a remote‑first company, priority will be given to candidates located near our Grand Rapids, MI headquarters who are interested in regular in‑person collaboration. Secondary consideration will be given to candidates who reside in US states where we currently have employees, including CO, IL, ME, MA, MI, NH, NY, NC, OR, TX, UT, VT, and VA. Candidates located outside of the states listed previously, or Canada, are not able to be considered at this time.
Campspot Is a Motivated Team Of Outdoor Enthusiasts And Software Professionals With Decades Of Experience In The Campground And Outdoor Industry. We’re Looking To Grow With People Who Embody Our Culture Of Learning, Collaboration, And Innovation. Today Our Portfolio Includes Two Distinct But Synergistic Products
Campspot Management Software (https://software.campspot.com/) is the leading provider of reservation management software and tools for campgrounds and RV parks. It revolutionized the industry through its proprietary technology, allowing park owners to increase revenue through its inventory optimization tool and site‑lock capabilities.
The Campspot Marketplace (campspot.com and Campspot mobile app) is an online marketplace where travelers can find accommodations for their camping trips. Campspot’s inventory is 100% bookable and includes robust filters to help travelers customize their travel experience.
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Sprachkenntnisse
- English
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