VP, Customer Care & Support

📋 Description

• Lead Babylist's multi-product customer care org end-to-end.
• Set strategy, operating model, policies, and team structure for support.
• Report to CFO/COO with two direct reports and 100+ agents/ops.
• Build AI-enabled support and human-agent collaboration across teams.
• Own customer-facing policies and align with Commercial, Supply Chain, and Finance.
• Manage SLA and queue complexity in a multi-channel, multi-product environment.

🎯 Requirements

• Experience leading customer support for a multi-product consumer business.
• Proven VP-level ownership of support strategy and outcomes.
• Built and led people leaders with tenure through org changes.
• Fluent in modern support tooling and AI; aware of industry trends.
• Comfortable owning customer-facing policies, channels, and SLAs.
• Strong cross-functional partner with Commercial, Supply Chain, and Finance.

🎁 Benefits

• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO
• Winter Wonder Week: paid week off at year end
• Remote work stipend to set up your home office
• Perks for physical, mental, emotional health, parenting, childcare, and financial planning