Director of Customer Experience

Are you a people-loving, problem-solving, team-leading rockstar? We're on the hunt for aDirector of Customer Experiencesto lead our customer service team and make every interaction feel like a five-star moment. If you thrive on building strong teams, turning tough situations into wins, and creating smooth, memorable customer journeys, we want to talk to you. What You’ll Be Responsible For • Lead and grow a high-performing customer experience teamthat’s energized, accountable, and focused on solutions—not excuses • Create a culture where every customer feels heard, supported, and cared for, even when things don’t go as planned • Handle escalations with calm authority, bringing clarity and confidence to tough conversations • Take full ownership of your department—identify what’s broken, fix it fast, and build new systems that raise the bar • Collaborate with Sales, Ops, and Marketingto ensure a seamless customer journey from first touchpoint to final follow-up • Bring weekly reports and accountability metrics to leadership, showing where we’re winning and where we need to improve • Write and implement clear SOPsthat streamline workflow and hold the team to consistently high standards • Be the driver of continuous improvement—always studying service trends, identifying gaps, and leveling up our approach Who You Are • You’ve got5+ years of leadership experiencein a fast-paced customer service or home services environment • You’reproactive by nature—you don’t wait to be told what to do; you walk in, assess the situation, and take action • You’re aprofessional problem solverwho’s comfortable in conflict and clear under pressure • You bringhigh energy, a positive attitude, and a strong moral compass—your tone sets the tone • You’ve built and managed teams across time zones and know how to lead through structure, systems, and strong communication • You’re not afraid tocall things out respectfully when they’re not working, and you have the courage (and skillset) to fix them • You have asales mindset, and you’re not shy about following up, resolving objections, or serving leads with confidence • You care deeply about thecustomer’s experience and your team’s performance, and you’re always looking for ways to improve both • You understandtools and systems(bonus if you’ve used ServiceTitan), and you’re quick to learn what you don’t know • You'reall-in—not someone watching the clock or waiting for permission. You show up every day to lead. Why You’ll Love This Role • This is aleadership role with real ownership—you’ll shape the customer experience from the ground up • You’ll be part of atight-knit, fast-moving teamthat believes in high standards, honest feedback, and mutual respect • You’llmake a measurable impact—on the business, on the team, and on our customers • Wemove fast, solve problems, and celebrate wins—and yes, we keep the snack drawer full What You’ll Get From Us • Aclear lane for growth—you’ll be trusted to lead, build, and improve from day one • Competitive compensation, with potential for performance-based bonuses • Paid holidaysand flexibility where it counts—we care about getting the job done, not clock watching • Asupportive, no-nonsense environment—you’ll work with people who move with purpose, care about results, and treat each other with respect • The chance tohelp shape the culture and standardsof a company that’s growing fast and doing it the right way The Bottom Line If you’re someone who thrives in a fast-paced environment, leads with clarity and confidence, and genuinely loves building systems, people, and service that stand out—this is your seat at the table. We’re not looking for someone to fill a role. We’re looking for someone toown it. Sound like you? Let’s talk. Job Type: Full-time Pay: $45,000.00 - $75,000.00 per year Schedule: • 8 hour shift Ability to Commute: • Tukwila, WA 98168 (Required) Work Location: In person