Director of Customer Service - (DTC Ecommerce)

Director of Customer Service – (DTC Ecommerce)

Bettervits is one of the UK\’s fastest growing nutrition brands and our mission is to be the biggest. We are a fast‑growing digital brand operating in the health and wellness ecommerce space. We move fast, we think creatively, and we scale what performs. Our team is built on ownership, trust and results – no micromanagement, just high standards and big energy. If you are passionate about people and in pushing them to their fullest potential – this role is for you.

Location: Fully Remote

Type: Full‑Time / Contractor

Start Date: ASAP

Role Overview

The Director of Customer Experience will own and lead the entire CX function across our DTC brand portfolio. You will be responsible for building a world‑class customer journey, managing and scaling the support team, implementing CX tools and automations, and ensuring every customer receives an exceptional, consistent experience. This role is both strategic and hands‑on – ideal for someone who is obsessed with customer satisfaction, operational excellence, and using data to drive improvement.

Responsibilities

• Lead, manage, and scale the customer support team (in‑house + outsourced).
• Define and enforce CX standards, tone of voice, and communication guidelines.
• Optimize all support channels (email, chat, social, phone) to meet and exceed SLAs.
• Map and continually improve the entire post‑purchase customer journey.
• Conduct regular audits of customer support, QA, and ticket handling.
• Implement and optimise tools, apps, automations, and workflows to improve response times and efficiency.
• Build and maintain SOPs, macros, routing logic, and escalation processes.
• Own CSAT, NPS, first‑response time, resolution time, and overall customer happiness metrics.
• Partner cross‑functionally with Operations, Product, Marketing, Fulfilment, and Creative to surface insights and resolve issues.
• Analyse data, identify trends, and provide actionable recommendations to leadership.
• Drive continuous improvement, proactively identifying opportunities to elevate the customer experience.

Requirements

• 5–10+ years in Customer Experience, Customer Support, or Operations, ideally in DTC/e‑commerce.
• Proven ability to manage and scale support teams (remote or hybrid).
• Strong knowledge of CX platforms (e.g., Gorgias, Zendesk) and related tools.
• Experience implementing automations, AI solutions, and process improvements.
• Deep customer empathy paired with an analytical, data‑driven mindset.
• Excellent communication and leadership skills.
• Highly organised, detail‑oriented, and comfortable owning complex operational systems.
• Ability to thrive in a fast‑paced, high‑growth environment with high standards.

Why Work With Us

• Fully remote – work from anywhere.
• Competitive Compensation Package.
• Flexible working environment – results > hours.
• No micromanagement – full ownership and trust.
• Fast‑paced, ambitious team culture.
• Growth opportunities in a fast‑scaling environment.

How to Apply

You must include your CV with your LinkedIn application and any past achievements.

Seniority level

Director

Employment type

Full‑time

Industries

Retail | Health and Personal Care Products

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