Are you a people-loving, problem-solving, team-leading rockstar? We're on the hunt for a Director of Customer Experiences to 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 team that’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 Marketing to 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 SOPs that 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 got 5+ years of leadership experience in a fast-paced customer service or home services environment
- You’re proactive by nature—you don’t wait to be told what to do; you walk in, assess the situation, and take action
- You’re a professional problem solver who’s comfortable in conflict and clear under pressure
- You bring high 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 to call things out respectfully when they’re not working, and you have the courage (and skillset) to fix them
- You have a sales mindset, and you’re not shy about following up, resolving objections, or serving leads with confidence
- You care deeply about the customer’s experience and your team’s performance, and you’re always looking for ways to improve both
- You understand tools and systems (bonus if you’ve used ServiceTitan), and you’re quick to learn what you don’t know
- You're all-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 a leadership role with real ownership—you’ll shape the customer experience from the ground up
- You’ll be part of a tight-knit, fast-moving team that believes in high standards, honest feedback, and mutual respect
- You’ll make a measurable impact—on the business, on the team, and on our customers
- We move fast, solve problems, and celebrate wins—and yes, we keep the snack drawer full
What You’ll Get From Us
- A clear lane for growth—you’ll be trusted to lead, build, and improve from day one
- Competitive compensation, with potential for performance-based bonuses
- Paid holidays and flexibility where it counts—we care about getting the job done, not clock watching
- A supportive, no-nonsense environment—you’ll work with people who move with purpose, care about results, and treat each other with respect
- The chance to help shape the culture and standards of 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 to own it.
Sound like you? Let’s talk.
Job Type: Full-time
Pay: $45,000.00 - $75,000.00 per year
Schedule:
Ability to Commute:
- Tukwila, WA 98168 (Required)
Work Location: In person
