Associate Director, Customer Experience

True ClassicCalabasasCommercial

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Opens the official True Classic careers page

Salary

Not listed

Job type

Full-time

Work mode

Remote

Posted

21 Sept 2026

Status

Open · checked 7d ago

About this role

Role Overview

True Classic is hiring an Associate Director, Customer Experience to own the entire customer experience across every channel we sell on — Shopify (DTC), TikTok Shop, Amazon, wholesale, and retail. This is a remote, full-time position based out of Calabasas that suits a forward-thinking, AI-native operator with deep customer empathy and leadership experience. You will set the vision for world-class customer happiness, blending in-house automation with external tooling to resolve issues faster and scale care.

Key Responsibilities

Set the vision and operating plan for customer happiness, prioritizing quality first, speed second, and cost third across all channels.

Build and run an AI-native customer function combining external platforms like Kodif and Gorgias with in-house automation to drive autonomous resolutions.

Oversee day-to-day support operations across email, SMS, live chat, social DMs, voice, and messaging channels to clear SLAs for response and resolution.

Manage post-purchase moments including order tracking, returns, exchanges, refunds, and lost-shipment investigations.

Own public ratings and reviews across Okendo, Amazon, Google, Trustpilot, and social channels to protect and enhance brand reputation.

Lead the True Classic Insiders loyalty program strategy to drive customer retention, repeat purchases, and word-of-mouth advocacy.

Build insight-and-action loops that route customer feedback directly to Product, Merchandising, Operations, and Marketing to resolve root causes.

Lead, coach, and scale a blended team of onshore and offshore staff, alongside third-party BPO partners.

Requirements

8+ years of experience in customer experience, customer service, or customer success, including direct ownership of a customer-facing function at a high-growth DTC or e-commerce brand.

Proven track record leading both onshore and offshore teams and managing BPO partners.

Hands-on fluency with DTC customer service tooling, specifically Gorgias, Kodif, or comparable platforms like Kustomer, Richpanel, Gladly, or Zendesk, plus Shopify and Klaviyo.

Demonstrated experience deploying automation and AI agents to resolve customer issues at scale.

Strong command of core CX metrics such as CSAT, NPS, CES, FCR, contact rate, and cost-per-ticket and their connection to customer retention and lifetime value.

Nice to Have

Experience owning customer experience across multiple sales and social channels including DTC, Amazon, TikTok Shop, Meta, wholesale, and retail.

Background working in apparel, consumer goods, or another high-velocity, high-volume SKU business.

Experience running or scaling a loyalty or membership program.

Experience building in-house tooling or low-code/no-code automations in partnership with engineering.

International customer experience background across multiple geographies, including familiarity with GDPR and CCPA privacy standards.

Skills and Tools

AI-forward helpdesk platforms and support automation (Gorgias, Kustomer, Richpanel, Gladly, Decagon, Siera, Siena, Zendesk, Kodif)

Ratings, reviews, and reputation management tools (Okendo, Trustpilot, Amazon, Google)

B2C tech stack including Shopify, Klaviyo, Amazon, and Fuego

Reporting dashboards and data analysis tooling (Looker, Omni, BigQuery)

RAG technology

Vision-setting, prioritization, and people leadership

About the Company

True Classic is a high-growth e-commerce brand known for offering comfortable, soft, and slim-fitted apparel. Operating globally with an omni-channel presence, the company sells its products through direct-to-consumer channels on Shopify, TikTok Shop, Amazon, wholesale partners, and retail locations.

How to Apply

Interested candidates should visit the official company careers page on trueclassictees.com to apply for the Associate Director, Customer Experience position.

Skills and tech stack

RAG

Questions candidates ask

Is this job remote?

Yes, this is a remote role based out of Calabasas.

What level of experience is required for this role?

Candidates must have 8+ years of experience in customer experience, customer service, or customer success, including direct ownership of a customer-facing function at a high-growth DTC or e-commerce brand.

What technology and tools will I be using?

You will use helpdesk and automation platforms like Gorgias, Kodif, Kustomer, Richpanel, Gladly, and Zendesk, alongside Shopify, Klaviyo, Okendo, Trustpilot, BigQuery, and RAG technology.

What sales channels does this role cover?

This role covers all sales channels including Shopify (DTC), TikTok Shop, Amazon, wholesale, and retail across all product categories and geographies.

What are the priority dimensions for running the customer function?

The function runs on three dimensions in strict priority order: Quality first, Speed second, and Cost third.

Ready to apply?

The application is on the official True Classic careers page.

Apply on company site