Offer summary

Qualifications:

7+ years of customer support experience with at least 3 years in leadership roles., Proficiency with customer support platforms like Zendesk, Intercom, or Salesforce Service Cloud., Experience managing diverse, international, and distributed teams across multiple time zones., Strong communication skills and experience in scaling support operations in high-growth startup environments..

Key responsibilities:

Lead and develop a global customer support team, establishing performance metrics and fostering a customer-centric culture.

Develop and implement support strategies tailored to different customer segments and support channels.

Build multi-language, region-specific support capabilities to support international expansion.

Collaborate with cross-functional teams to ensure seamless customer experiences and optimize support processes.

Job description

Join Archive in our mission to change consumer shopping behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance.

We are growing our team of highly motivated, forwardthinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands make this a significant part of their business. If this mission speaks to you, come join us as we grow our share of the booming second hand market—projected to grow 3X faster than the overall global apparel market and to hit $350 Billion globally by 2028.

We’re hiring a Director of Customer Experience to lead and scale our customer support operation — from daytoday team management to enterprise support strategy — across our growing global network of branded resale marketplaces (50+ brands, 10+ regions, and growing). This role reports to our VP Finance & Operations and will partner closely with teams across Product, Engineering, Sales, and Account Management. This role will oversee a diverse and international team of fulltime and parttime support professionals while developing comprehensive support strategies for our multifaceted marketplace ecosystem. The ideal candidate will have experience managing complex customer relationships, building scalable support processes, and representing the company in highstakes enterprise customer meetings.

Responsibilities
Team Leadership & Management
Lead, mentor, and develop a growing global team of fulltime and parttime customer support specialists
Establish clear performance metrics, KPIs, and career development pathways for team members
Foster a customercentric culture focused on excellence and continuous improvement
Scaling Support Team Operations
Develop and implement comprehensive customer support strategies aligned with business growth objectives
Establish support frameworks for different customer segments (e.g. buyers, sellers, logistics partners, brands, etc.) and different types of support (e.g. email inquiries, chat, content moderation, etc.)
Design scalable support processes and workflows to handle increasing volume and complexity
Create and maintain support documentation, knowledge bases, and training materials
Global Expansion & Localization
Build multilanguage, regionappropriate support capabilities as we expand into new international markets
Develop timezone coverage strategies to ensure 247 support availability
Coordinate with local teams and contractors to deliver localized support experiences
Enterprise Customer Relations
Develop specialized support processes and SLAs for enterprise accounts
Collaborate crossfunctionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and elevate the customer voice across the organization.
Technology & Process Optimization
Evaluate, implement, and optimize customer support tools and technologies, including using chatbots andor AI as we scale customer support
Develop automation strategies to improve efficiency and response times
Establish datadriven insights and reporting to track support performance
Use data and customer insights to inform strategy, drive continuous improvement, and advocate for systemic solutions across product and operations

Requirements
7+ years of customer support experience with 3+ years in leadership roles
Committed to building a highperforming team culture that balances operational rigor with humancentered service
Strong leadership skills with experience managing diverse, multilevel teams
Experience managing distributed teams across multiple time zones
Proven track record scaling support operations in highgrowth Startup environments
Proficiency with customer support and customer analytics platforms (Zendesk, Intercom, Salesforce Service Cloud, etc.)
Excellent written and verbal communication skills
Experience with multilanguage, international customer support operations
Thrives in fastpaced, highstakes environments where customer response is critical
Experience with ecommerce and digital marketplace support models, including an understanding of twosided marketplace dynamics
Previous experience in startup or highgrowth technology companies
Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, and experience. In addition to base pay, certain roles are eligible for equity as well, and all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Our team of over 50 employees is currently remotefirst, with an office in NYC and optional inperson work for those located in the area. We have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job.

Archive is a Series B company backed by lauded investors including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We prize an inclusive and transparent culture, and remain true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the better.

We consider applicants of all backgrounds. If you are excited about what we’re building but dont meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates outside of the US at this time.

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