Director, Customer Experience (easyplant)
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Job Description
About easyplant
easyplant launched just three years ago and is already generating $60M in annual revenueone of the fastestgrowing brands inside Mixtiles $230M homeinnovation group.
Our promise is bold: plants that dont die. That means customer experience isnt a cost centerits a product in itself.
Were looking for a sharp strategic and warm leader to own our customer experience and evolve it for the next chapter of growth.
What Youre Applying For
This is not a support leader job.
This is a define the plantcare product job.
Youll own the entire customer experience at easyplantfrom a customers first question to the moment their plant thrives again. This includes defining the strategy designing the tools scaling the team and collaborating across product ops and tech to make it all real.
Your Mission
Build the most thoughtful techpowered humanfeeling customer experience in the world.
Where 80% of support is handled by AIbut none of it feels robotic.
Where every human interaction feels like care not cleanup.
Where the customer experience is a product in itselfand a strategic advantage.
Why This Role Why Now
- The product is alive. Our plants grow evolve and respond to carejust like the people who own them. Your work helps customers feel confident and supported long after the box is opened
- The CS team is strong. Youre not starting from zero. But our playbooks are evolvingand youll own that evolution.
- Were raising the bar. From AIbased automation to VIP treatment theres a lot to build and refine.
- Youll influence what we build. Youll be the voice of the customer helping Product and Ops prioritize what matters most.
- We want to go proactive. Were ready to move from support to care. That means reaching out before theres a problemand delivering delight not just fixes.
In This Role You Will
- Own and evolve the global customer experience strategy across prepurchase postpurchase and ongoing plant care.
- Lead a growing team of support agents and plantcare experts scaling systems and quality as we grow.
- Design how we blend human support with automationtargeting 80% ticket resolution via AI without losing our warmth or tone.
- Define and execute what VIP support means including who qualifies what they get and how we measure success.
- Launch proactive programs that reach out at key moments in the plants life to prevent issues and increase retention.
- Work handinhand with Product and Operations to flag quality problems suggest features and deliver customer insights that change what we build.
- Own and improve key KPIs like CSAT NPS repeat purchase rate AIclosure % and reshipment cost per order.
What Were Looking For
- A customerobsessed Directorlevel leader whos scaled B2C service teams before.
A systems thinker who knows how to optimize what works and build whats missing. - Someone whos handson with automationbut never sacrifices the human feel.
- Sharp with messaging and toneyou can write edit and coach others to speak like the brand.
- Deeply collaborativeyou love partnering with Product Ops and Marketing.
- Comfortable in the gray. You love clarity but you can move fast when things are still taking shape.
- Bonus: You love plantsor at least find joy in helping others care for them. Its not required but it makes the work feel even more meaningful
What Success Looks Like
- Customers are happier and stay longer. Youve made measurable gains in NPS CSAT and retention.
- People reach outnot because somethings wrong but because they trust us to help them grow. They see us as experts not just a last resort.
- More people come back. Because they trust us.
- AI is doing moreand doing it better.
- Your team is thriving. They know what great looks like and they deliver it every day.
- Product Ops & Marketing see you as essential. Because your insights change how we build.
If youre excited by the idea of turning customer experience into a living evolving productand making plants that dont die a realitywed love to meet you.
Required Experience:
Director
Employment Type
Full Time
