Job Description
Why This Role Exists
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Jennie, Tombot's CES-award-winning robotic companion, is heading into the hands of families and caregivers supporting loved ones with dementia. Every support interaction is a moment that matters. We're hiring a Director of Customer Experience to build that function from the ground up - the team, processes, and standards that let us support customers with consistency and compassion as we scale. This is a builder's role, joined early enough to shape support at Tombot for years to come, with direct visibility into product, quality, and leadership.
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What Success Looks Like in Year One
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Scalable support workflows and escalation paths are live across DTC and B2B/institutional channels. Your team is trained and hitting CSAT, NPS, and first-contact-resolution targets. You're the trusted partner on the customer-facing side of RMAs, working closely with Ops, Quality, Product, and Engineering. Support data is feeding real product and process improvements, and documentation is ready to scale into a more regulated, FDA-facing environment.
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What You'll Do
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- Build and lead support across consumers, caregivers, healthcare orgs, senior living communities, and institutional partners
- Design workflows, escalation paths, service standards, and documentation that scale with volume
- Own hiring, training, and performance for the support team
- Lead the customer-facing side of RMAs, returns, and repairs with Ops, Quality, Product, and Engineering
- Turn support data into feedback loops that surface product issues and pain points
- Bring in automation/AI to boost productivity and self-service
- Own CX KPIs: CSAT, NPS, FCR, response/handle times, SLA compliance
- Partner with Quality/Regulatory to prep support processes for FDA and CAPA requirements
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What You Bring
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- 8+ years in customer support/CX/technical support, including 3+ leading a team
- Experience building a support function from scratch in a startup or high-growth environment
- Background supporting hardware, robotics, medical device, or health tech products (FDA/CAPA experience a plus)
- Experience with both B2C and B2B/institutional customers
- A track record of turning support data into product and process improvements
- Comfort being both strategic and hands-on
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Nice to have: Zendesk/Gorgias/Intercom/Salesforce Service Cloud experience; knowledge base/self-service program building; multi-channel (DTC, retail, healthcare) experience.
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How We Work
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In-office team in the greater LA area, with occasional travel (~10%) to manufacturing/logistics partners.
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Must be authorized to work in the U.S.; no visa sponsorship. Tombot participates in E-Verify.
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Tombot is an Equal Opportunity Employer committed to building an inclusive team.