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Senior Director, Customer Service
Job Location:
Job Location:
Kirkland, WA - USA
Yearly Salary:
$ 157000 - 235000
Yearly Salary:
Posted:
24 July 2026 (30+ days ago)
Posted:
Application Deadline:
4 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Department:
Job Summary
The Opportunity
Were hiring a Senior Director Customer Service who will own Wyzes customer support strategy and operations globally. Youll run the teams and systems that define how customers experience Wyze when something goes wrong and youll be the driving force in preventing those moments from happening in the first place.
In this role youll partner closely with Product Engineering Marketing Security Legal and Operations to ensure we ship changes customers can actually navigate and that support teams are ready before anything goes live. Youll also oversee outsourced vendor operations in the Eastern US and the Philippines holding them to Wyzes standards for quality and consistency.
What Youll Do
- Own the global customer service strategy operating model and execution from support systems and tooling to community and social channels.
- Reduce avoidable support volume by identifying root causes of friction then partnering cross-functionally to fix them upstream.
- Lead the evaluation and adoption of AI tools including chatbots agent-assist and automated deflection to reduce cost-to-serve and handle routine contact volume without sacrificing customer experience.
- Build a clear-eyed view of where AI adds value vs. where human judgment is essential and design support workflows accordingly.
- Lead readiness for every major launch migration or service change ensuring agents have the right training messaging workflows and escalation paths before customers are affected.
- Drive self-service success rates and reduce ticket volume across onboarding account recovery 2FA and other high-volume journeys.
- Maintain operational integrity of support systems including bot routing escalation paths workflow monitoring and follow-through when failures surface.
- Oversee outsourced support vendors in the Eastern US and the Philippines ensuring quality calibration and tight integration with internal teams.
- Represent customer support in cross-functional planning and business reviews translating contact patterns and pain points into product and process improvements.
- Connect support work to business outcomes: retention revenue product adoption and customer trust.
What You Bring
- At scale experience in customer support customer experience or service operations
- A track record of driving cross-functional initiatives that span support product operations and customer communication.
- A deep data-forward approach youve stood up the dashboards defined the metrics that actually matter and built the cross-functional habit of turning contact data into product and process decisions not just reporting on it after the fact.
- Hands-on experience deploying AI or automation in a support environment chatbots LLM-powered agent assist deflection tooling or similar with demonstrable impact on cost and volume.
- Strong operational judgment you improve processes systems and quality without needing every answer handed to you.
- Experience managing both internal teams and outsourced vendor environments.
- The ability to translate customer pain into concrete improvements across tooling messaging and product experience.
- Excellent written and verbal communication skills especially in high-stakes or customer-impacting situations.
- Experience building agent readiness and launch preparedness programs for product or service changes.
What Success Looks Like
- Customers get faster clearer answers consistently across every channel.
- AI and automation are meaningfully reducing contact volume and cost-to-serve with measurable results.
- Customer data actively shapes decisions not just describes problems.
- Avoidable support demand drops through better product flows and self-service.
- Teams are fully prepared before any product launch or customer-impacting change.
- Vendor teams operate to Wyze standards and integrate tightly with internal workflows.
- Customer Service is seen as a strategic driver of satisfaction and business performance.
Candidates must currently reside in the US to be considered.
More about us:
Over the years Wyze earned a reputation for disrupting entrenched categories and delivering products that feelalmost toogood to be true. That early impact brought industry recognition from Forbes TIME Fast Company PCMag and othersall signals of momentum that helped establish Wyze as a breakout brand.
Today Wyze is focused on its next stage our platform strengthening our operating rigor andinvesting forlong-term growth while staying true to the belief that everyday people deserve access to great technology. This is a phase defined less by headlines and more by execution craft and durable impact.
Our people are central to that work. Wyze has been recognized as a Best Place to Work by BuiltinSeattle and Seattle Business Magazine but what matters most is the environmentwerebuilding now: one where smart pragmatic builders take ownership move fast and shape what comes next.
Come Join Us!
Benefits:
Wyze has a full benefits package through Premera Blue Cross. This includes Medical Dental Vision Basic Life Insurance Voluntary Life Insurance EAP Short-termdisability Long-termdisability FSA and Daycare FSA. Depending on the benefits package you choose aportionof the employee and dependent premiums will be covered by Wyze.
- 12 Holidays - 8 set holidays and 4 Floating Holidays
- 24 daysof PTO every year
- Additional Wyze anniversary vacation days
- Principal 401k Plan (no company matchat this time)
Wyze is an equal opportunity employer and values diversity and inclusion. We are committed toprovidingequal employment opportunities to all applicants and employees. We provide reasonable accommodations to qualified individuals with disabilities to enable participation in the job application or interview process performance of essential job functions and access to other benefits and privileges of employmentin accordance withapplicable law.
If you needa reasonableaccommodation please contact
Required Experience:
Exec
