Welcome to Centr – the home of strength.
Centr is a globally recognized performance fitness platform founded by Chris Hemsworth. Headquartered in Los Angeles, California, we are a passionate team of content creators, strategists, engineers, designers, marketers, and brand builders who help the strong get stronger, every day.
Role Overview We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.
This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.
You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.
This is a build-and-transform role. Your mandate is to design the system, team, and playbook for 2026 and beyond.
Key Responsibilities 1. Own the End-to-End Customer Support Strategy
Design and execute a comprehensive CX strategy spanning: Pre-purchase guidance for high‑AOV fitness equipment
Post‑purchase support (orders, delivery, setup, returns)
App subscription support (billing, access, content, experience)
Retail customer support in coordination with Technical Service, Sales and Warehouse teams
Define clear support principles: when to automate, when to elevate, when to delight
Establish clear SOPs, QA standards, and performance metrics
2. Gorgias Mastery & Automation Leadership
Architect Gorgias as a
central CX operating system
Build and maintain: Advanced rules, macros, tagging, and views
AI‑driven triage, routing, and response suggestions
Self‑service flows (order changes, returns, account fixes, FAQs)
Drive ticket deflection and one‑touch resolution without degrading experience
Own integration strategy across Shopify, subscriptions, warehouse systems, and voice
3. Turn Support into a Revenue & Loyalty Engine
Design and implement: Save flows and intelligent cancel deflection
Upsell and cross‑sell aligned with customer goals
Pre‑purchase advisory workflows for big‑ticket equipment
Ensure support agents are credible fitness advisors, not script readers
Develop SOPs for product setup support and escalation
Prove revenue impact via controlled experiments and reporting
4. Own CX Levers & Economics
Full ownership of: Refund policy and execution
Appeasement guidelines and budgets
Escalation thresholds and exception handling
Balance customer trust with financial discipline
Partner with Finance and Ops to model CX tradeoffs
5. Be the Voice of the Customer
Create tight feedback loops into: Product (app experience, bugs, friction)
E‑commerce (delivery, setup, returns)
Marketing (expectation‑setting, messaging gaps)
Translate qualitative support insights into clear, actionable recommendations
Who You Are
8–12+ years leading customer support / CX in high‑volume omni‑channel, ecommerce and/or subscription businesses
Deep, hands‑on expertise with Gorgias
Proven track record deploying automation, AI, and self‑service at scale
Comfortable owning CX tradeoffs and making judgment calls
Fluent in omni‑channel complexity (DTC, retail, subscriptions, warehouse coordination)
Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
Able to build systems and roll up sleeves to dive into tickets to understand root causes
Strong operator with high standards and low tolerance for chaos
Bonus points
Experience supporting high‑AOV physical products
Background in fitness, health, or performance coaching
Experience integrating voice support into modern CX stacks
What Success Looks Like By the end of 2026, you will have:
Achieved 65%+ of tickets resolved via one‑touch or automation
Improved CSAT by 30%+ while scaling volume materially year‑over‑year
Reduced overall refund rate to ~8% without harming customer trust
Built a scalable omni‑channel support model across DTC, subscriptions, and retail
Deployed Gorgias automations, AI workflows, and self‑service flows as first‑class infrastructure
Demonstrated measurable revenue uplift via support‑led upsell, cross‑sell, and save initiatives
Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops
Why This Role Matters Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.
#J-18808-Ljbffr
Role Overview We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.
This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.
You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.
This is a build-and-transform role. Your mandate is to design the system, team, and playbook for 2026 and beyond.
Key Responsibilities 1. Own the End-to-End Customer Support Strategy
Design and execute a comprehensive CX strategy spanning: Pre-purchase guidance for high‑AOV fitness equipment
Post‑purchase support (orders, delivery, setup, returns)
App subscription support (billing, access, content, experience)
Retail customer support in coordination with Technical Service, Sales and Warehouse teams
Define clear support principles: when to automate, when to elevate, when to delight
Establish clear SOPs, QA standards, and performance metrics
2. Gorgias Mastery & Automation Leadership
Architect Gorgias as a
central CX operating system
Build and maintain: Advanced rules, macros, tagging, and views
AI‑driven triage, routing, and response suggestions
Self‑service flows (order changes, returns, account fixes, FAQs)
Drive ticket deflection and one‑touch resolution without degrading experience
Own integration strategy across Shopify, subscriptions, warehouse systems, and voice
3. Turn Support into a Revenue & Loyalty Engine
Design and implement: Save flows and intelligent cancel deflection
Upsell and cross‑sell aligned with customer goals
Pre‑purchase advisory workflows for big‑ticket equipment
Ensure support agents are credible fitness advisors, not script readers
Develop SOPs for product setup support and escalation
Prove revenue impact via controlled experiments and reporting
4. Own CX Levers & Economics
Full ownership of: Refund policy and execution
Appeasement guidelines and budgets
Escalation thresholds and exception handling
Balance customer trust with financial discipline
Partner with Finance and Ops to model CX tradeoffs
5. Be the Voice of the Customer
Create tight feedback loops into: Product (app experience, bugs, friction)
E‑commerce (delivery, setup, returns)
Marketing (expectation‑setting, messaging gaps)
Translate qualitative support insights into clear, actionable recommendations
Who You Are
8–12+ years leading customer support / CX in high‑volume omni‑channel, ecommerce and/or subscription businesses
Deep, hands‑on expertise with Gorgias
Proven track record deploying automation, AI, and self‑service at scale
Comfortable owning CX tradeoffs and making judgment calls
Fluent in omni‑channel complexity (DTC, retail, subscriptions, warehouse coordination)
Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
Able to build systems and roll up sleeves to dive into tickets to understand root causes
Strong operator with high standards and low tolerance for chaos
Bonus points
Experience supporting high‑AOV physical products
Background in fitness, health, or performance coaching
Experience integrating voice support into modern CX stacks
What Success Looks Like By the end of 2026, you will have:
Achieved 65%+ of tickets resolved via one‑touch or automation
Improved CSAT by 30%+ while scaling volume materially year‑over‑year
Reduced overall refund rate to ~8% without harming customer trust
Built a scalable omni‑channel support model across DTC, subscriptions, and retail
Deployed Gorgias automations, AI workflows, and self‑service flows as first‑class infrastructure
Demonstrated measurable revenue uplift via support‑led upsell, cross‑sell, and save initiatives
Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops
Why This Role Matters Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.
#J-18808-Ljbffr