Freebird

Lead and develop a large CX team, manage QA and scheduling, optimize support processes, handle escalations, and drive projects to improve customer experience and efficiency. | 3–5 years CX leadership managing 15–30+ agents, experience with Shopify and Gorgias, QA program development, scheduling and SLA tracking, and strong communication and organizational skills. | At Freebird, we create innovative products that simplify daily routines, build confidence, and positively impact lives worldwide. Our mission is to make grooming effortless, enjoyable, and accessible for everyone. We are a bootstrapped, 9-figure brand built on smarter tools, fewer products, and solving real problems for real people. We are not here to add clutter or complexity. Instead, we move fast, learn every day, and build products and experiences that truly make a difference. Our values guide how we work, grow, and win together: 🌱 Embrace Growth and Change 🚀 Never Settle, Always Improve ⚡ Move Fast and Stay Ahead 🧠 Keep it Simple 🤝 Communicate Openly and Collaborate 🙋‍♂️ Ask for Help and Support Each Other 💡 Innovate Without Fear The Role We are looking for a Customer Support Manager to lead, grow, and scale Freebird’s CX team. You will ensure our agents have the tools, processes, and coaching they need to deliver consistent, high-quality support. This role blends leadership and operations. You will own QA, scheduling, and team development while also driving special projects that improve efficiency and customer satisfaction. As both a coach and a collaborator, you will empower agents and team leads to perform at their best while working cross-functionally to evolve our customer experience as Freebird continues to grow. What You Will Do Lead & Develop the Team • Manage and support a team of 20+ agents and 2 Team Leads, fostering accountability and engagement • Provide coaching, feedback, and development opportunities that drive performance • Partner with Team Leads to identify training needs and implement PIPs when necessary Drive Quality & Performance • Help build and manage a QA program with clear scorecards, consistent audits, and actionable coaching • Ensure weekly QA reviews are completed for all agents, and calibrations are completed for Team Leads • Spot recurring issues and collaborate across teams to address root causes Optimize Processes & Tools • Partner with the Director of Customer Support to refine support processes, document SOPs, and maintain accurate knowledge bases • Implement new Gorgias flows, macros, and automation to improve efficiency • Lead projects such as ongoing training programs, automation improvements, streamlining for returns and warranty, and additional as they arise. • Optimize support processes using the resources at hand, while staying flexible in a rapidly evolving environment. Workforce & Capacity Planning • Own scheduling (with TL support), ensuring full coverage and SLA adherence • Monitor productivity, track ticket backlogs, and adjust staffing during peak periods • Report weekly on SLA performance, volume trends, and workload balance Handle Escalations • Serve as the escalation point for complex or high-priority tickets, including outreach to low reviews and product ratings. • Resolve issues with empathy and professionalism, ensuring customer trust and satisfaction • 3–5 years in CX leadership (Manager, Supervisor, or Team Lead) within e-commerce, CPG, subscription services, or a similar high-volume environment. Direct experience managing 15–30+ agents (including offshore/BPO teams) • Hands-on experience with Shopify and Gorgias (minimum 1–2 years). Bonus: familiarity with QA tools like Scorebuddy and workforce tools like Hubstaff • Proven ability to build and run QA programs, create scorecards, and coach for performance improvement • Skilled in scheduling, staffing models, and SLA tracking • Comfortable reporting on CSAT, FRT, Resolution Time, Contact Rate, and Cost per Ticket, and maintaining multiple dashboards. • Strong communicator, highly organized, and passionate about delivering excellent customer experiences This is a chance to take on the challenge of building structure in a fast-growing, bootstrapped 9-figure brand. You’ll have the freedom to explore what world-class support could look like and bring those ideas forward, helping to set the foundation for how Freebird delivers excellent customer service and satisfaction. You will also have the opportunity to create impact beyond day-to-day operations, leading projects that improve efficiency, strengthen our team, and raise the standard. Your contributions will directly shape how our support evolves.

Lead digital product strategy, experimentation, UX improvements, and team management to optimize eCommerce site performance and global expansion. | Requires 5-10 years of DTC eCommerce experience, expertise with Shopify Plus, CRO, UX, and team leadership in a fast-paced startup environment. | Freebird is a high-growth DTC brand on a mission to redefine shaving for millions of people. We've scaled to 9-figures in revenue, serving over 1 million customers with our award-winning electric shaving kits. But we’re just getting started. We're building a fast, confident, experiment-driven team—and we’re looking for a strategic, metrics-obsessed Director of Digital Product & Conversion to help take our site experience, testing program, and global expansion to the next level. The Role This is a high-impact leadership role at the center of Freebird’s growth engine. You’ll own the performance, optimization, and evolution of our eCommerce site—leading all digital product strategy, experimentation, and UX improvements. We’re looking for someone who has direct experience scaling DTC eCommerce brands, ideally from the brand side—building and leading teams across CRO, UX, dev, and site operations. You should have a deep understanding of how to grow conversion, AOV, and LTV through user insights, rapid testing, and smart site strategy—with a strong grasp of the Shopify ecosystem, subscription logic, and global eCommerce infrastructure. You’ll manage a team of CRO strategists, designers, and developers—and ensure we’re testing, learning, and improving the experience for every customer who lands on our site. What You’ll Own Strategy & Roadmap • Own the digital product vision and roadmap, aligning site performance with business goals and revenue targets • Lead and operationalize a high-velocity CRO & experimentation program across all core web experiences • Shape and prioritize the site experience around DTC metrics: conversion rate, AOV, repeat rate, and LTV • Build and scale a dynamic, global DTC experience—ensuring pricing, currencies, shipping, and compliance are market-ready Site Optimization & Experimentation • Drive insight-led, high-velocity A/B testing across landers, PDPs, cart/checkout, upsells, offers, bundles, etc. • Collaborate cross-functionally with Paid Media, Creative, Retention, and Product to test offers, messaging, flows, and incentives • Translate data into clear hypotheses, test briefs, and rapid iterations with measurable business impact Team Leadership • Lead a cross-functional team: CRO Manager, UX/UI Designers, and Full-Stack Developer • Create systems and sprints to prioritize, build, QA, and launch tests and experience upgrades • Develop team members and guide strategy, execution, and learnings across departments Technical & Platform Oversight • Own the Shopify Plus tech stack—ensuring speed, compliance, and integration across apps, subscriptions, localization, and more • Implement and manage tools for personalization, testing, analytics, and site enhancements • Partner with Operations and Product to ensure site reliability, SKU logic, and international features are executed cleanly • Have 5–10 years of experience in DTC eCommerce, with a track record of growing revenue through site optimization and testing • Have brand-side experience leading or building internal eCommerce and CRO teams—or worked deeply with DTC brands at a CRO/Shopify agency • Know Shopify Plus inside and out—apps, checkout flows, subscription logic, localization, and customization • Think like a performance marketer but execute like a product leader—turning data into meaningful site experiences • Are a natural team builder and manager—able to lead cross-functional teams toward rapid, aligned execution • Thrive in a fast-paced, results-driven startup with a strong testing culture What Success Looks Like • You lead a consistent 6–8+ tests/month cadence with measurable improvements to CVR, AOV, and LTV • A/B testing is deeply embedded in the team’s culture and roadmap • You own a clear, prioritized web experience roadmap that’s aligned with business priorities • Our Shopify Plus infrastructure is fast, scalable, compliant, and set up for global growth • You help Freebird deliver a frictionless, high-performing user experience that turns new visitors into lifelong subscribers • Fully Remote Flexibility: Work from wherever you thrive best • Comprehensive Medical Benefits: Premium medical plans designed to support your health and wellness • Competitive Compensation & Bonuses: A strong base salary + performance bonuses tied to impact • 401(k) with Company Match: Helping you plan and save for the long-term • Unlimited PTO: Take the time you need to recharge and show up at your best • Opportunities for Growth: Elevate your career with the chance to scale into a senior leadership position Why Join Freebird? • Be part of a profitable, high-growth DTC brand with real momentum and ambition • Own a critical business function and team with autonomy, support, and resources • Work on a product that solves real problems, delights customers, and scales globally • Join a smart, motivated team obsessed with innovation, experimentation, and impact

Lead digital product strategy, experimentation, UX improvements, and team management to optimize eCommerce site performance and global expansion. | Require 5-10 years DTC eCommerce experience, expertise with Shopify Plus, CRO, UX, and team leadership in a fast-paced startup environment. | Freebird is a high-growth DTC brand on a mission to redefine shaving for millions of people. We've scaled to 9-figures in revenue, serving over 1 million customers with our award-winning electric shaving kits. But we’re just getting started. We're building a fast, confident, experiment-driven team—and we’re looking for a strategic, metrics-obsessed Director of Digital Product & Conversion to help take our site experience, testing program, and global expansion to the next level. The Role This is a high-impact leadership role at the center of Freebird’s growth engine. You’ll own the performance, optimization, and evolution of our eCommerce site—leading all digital product strategy, experimentation, and UX improvements. We’re looking for someone who has direct experience scaling DTC eCommerce brands, ideally from the brand side—building and leading teams across CRO, UX, dev, and site operations. You should have a deep understanding of how to grow conversion, AOV, and LTV through user insights, rapid testing, and smart site strategy—with a strong grasp of the Shopify ecosystem, subscription logic, and global eCommerce infrastructure. You’ll manage a team of CRO strategists, designers, and developers—and ensure we’re testing, learning, and improving the experience for every customer who lands on our site. What You’ll Own Strategy & Roadmap • Own the digital product vision and roadmap, aligning site performance with business goals and revenue targets • Lead and operationalize a high-velocity CRO & experimentation program across all core web experiences • Shape and prioritize the site experience around DTC metrics: conversion rate, AOV, repeat rate, and LTV • Build and scale a dynamic, global DTC experience—ensuring pricing, currencies, shipping, and compliance are market-ready Site Optimization & Experimentation • Drive insight-led, high-velocity A/B testing across landers, PDPs, cart/checkout, upsells, offers, bundles, etc. • Collaborate cross-functionally with Paid Media, Creative, Retention, and Product to test offers, messaging, flows, and incentives • Translate data into clear hypotheses, test briefs, and rapid iterations with measurable business impact Team Leadership • Lead a cross-functional team: CRO Manager, UX/UI Designers, and Full-Stack Developer • Create systems and sprints to prioritize, build, QA, and launch tests and experience upgrades • Develop team members and guide strategy, execution, and learnings across departments Technical & Platform Oversight • Own the Shopify Plus tech stack—ensuring speed, compliance, and integration across apps, subscriptions, localization, and more • Implement and manage tools for personalization, testing, analytics, and site enhancements • Partner with Operations and Product to ensure site reliability, SKU logic, and international features are executed cleanly • Have 5–10 years of experience in DTC eCommerce, with a track record of growing revenue through site optimization and testing • Have brand-side experience leading or building internal eCommerce and CRO teams—or worked deeply with DTC brands at a CRO/Shopify agency • Know Shopify Plus inside and out—apps, checkout flows, subscription logic, localization, and customization • Think like a performance marketer but execute like a product leader—turning data into meaningful site experiences • Are a natural team builder and manager—able to lead cross-functional teams toward rapid, aligned execution • Thrive in a fast-paced, results-driven startup with a strong testing culture What Success Looks Like • You lead a consistent 6–8+ tests/month cadence with measurable improvements to CVR, AOV, and LTV • A/B testing is deeply embedded in the team’s culture and roadmap • You own a clear, prioritized web experience roadmap that’s aligned with business priorities • Our Shopify Plus infrastructure is fast, scalable, compliant, and set up for global growth • You help Freebird deliver a frictionless, high-performing user experience that turns new visitors into lifelong subscribers • Fully Remote Flexibility: Work from wherever you thrive best • Comprehensive Medical Benefits: Premium medical plans designed to support your health and wellness • Competitive Compensation & Bonuses: A strong base salary + performance bonuses tied to impact • 401(k) with Company Match: Helping you plan and save for the long-term • Unlimited PTO: Take the time you need to recharge and show up at your best • Opportunities for Growth: Elevate your career with the chance to scale into a senior leadership position Why Join Freebird? • Be part of a profitable, high-growth DTC brand with real momentum and ambition • Own a critical business function and team with autonomy, support, and resources • Work on a product that solves real problems, delights customers, and scales globally • Join a smart, motivated team obsessed with innovation, experimentation, and impact