Job Description

JOIN HexClad | We're HexClad, driving the hybrid revolution to elevate kitchens across the globe. From bootstrap roots to Gordon Ramsay's endorsement, HexClad thrives as a pre-IPO, best-in-class cookware brand. Our highly profitable omnichannel success is disrupting the traditional impact of cookware. We create home moments, embracing the heart of success through food memories made at your table.

We've cultivated a powerhouse team and believe you might have the necessary skill set to join our revolution.

If you're passionate about building a consumer brand that goes beyond the transaction, this is your sign to apply.

YES, CHEF! | We are seeking an experienced Director of Customer Service to oversee and elevate the customer service function, ensuring a world-class experience across all support channels. This role is responsible for managing the customer service team, optimizing support processes, and aligning service strategies with broader business objectives. Come get in our kitchen and help us shape the future of cookware for everyone.

Location | In Office, LA HexQuarters

Time Zone Expectations | PST

Details | Full Time- Exempt

Reporting to | Chief Information Technology + Admin Officer

TASTE SUCCESS | As our Director of Customer Service, you’ll lead customer support operations, optimize processes, and drive a customer-first culture that is based on satisfaction and loyalty. You will implement best practices, leverage technology, and drive continuous improvements across all customer touchpoints.

• Customer Experience Leadership: Ensure a seamless, high-quality support experience across multiple communication channels, including phone, email, sms, and social media.
• Operational Strategy & Efficiency: Optimize workflows, support tools, and performance metrics to enhance efficiency and response times. Implement automation and technology solutions to streamline interactions and case resolution.
• Team Development & Culture: Lead, mentor, and scale a high-performing customer service team. Establish clear KPIs, training programs, and performance evaluation standards to drive team success.
• Customer Advocacy & Insights: Oversee the Voice of the Customer (VoC) program to identify trends, improve processes, and advocate for customer needs within the company. Work cross-functionally to integrate customer feedback into business strategies.
• Crisis & Escalation Management: Handle high-level escalations, implementing solutions that balance customer satisfaction with business priorities. Proactively address potential service challenges and mitigate risks.

Requirements

• 5+ years of experience in customer service, with at least 4 years in a leadership role.
• Proven ability to develop and implement strategies that enhance customer satisfaction and team efficiency.
• Strong leadership and team management skills, with a track record of scaling customer service teams.
• Expertise in CRM systems, customer analytics, and support technology.
• Experience with launching and supporting support for international markets
• Exceptional problem-solving, communication, and organizational skills.
• Data-driven mindset with a passion for continuous improvement.
• Bachelor’s degree in Business, Communications, or a related field.
• Love of food and cooking! Cooking skills and/or experience in the culinary industry are a plus.

SHARED MEALS | The role is great, and there’s more in it for you!

Compensation | Exact compensation may vary based on skills, experience, and location.

Bonus | Annual bonus potential

Health | 100% of the employee premium covered on select choice plans, and offers dental+vision

401k | Up to a 4% match of salary on 401k contributions

Unlimited Time Off | An unlimited approach to support your time away from work

Cookware | Upgrade your home with employee perks

Job Tags

Similar Jobs