Senior Director, Customer Service

Wyze; Kirkland (WA); On-site; USD 157,000 - 235,000; Full time

Benefits offered by this job

12 Holidays

24 days PTO

Anniversary vacation days

401k Plan

Job summary

Wyze is seeking a Senior Director, Customer Service to own Wyze's global support strategy and operations. You will lead teams and systems that shape customer experiences when issues arise and drive preventive improvements across the organization.

The role demands a data-driven leader who can scale support, deploy AI tools, manage internal and outsourced teams, and partner across product, operations, and marketing to improve retention and trust. This is a high-impact, global position.

Qualifications

• Experience at scale in customer support or service operations.
• Proven cross-functional leadership across support, product, operations, and communications.
• Data-forward approach with dashboards and metrics to drive decisions, not just reporting.
• Hands-on experience deploying AI or automation in a support environment with measurable impact on cost and volume.
• Strong operational judgment to improve processes, systems, and quality.
• Experience managing both internal and outsourced vendor environments.
• Ability to translate customer pain into concrete tooling, messaging, and product improvements.
• Excellent written and verbal communication, especially in high-stakes situations.

Responsibilities

• Own global customer service strategy, operating model, and execution.
• Reduce avoidable support volume by identifying root causes and fixing them upstream.
• Lead evaluation and adoption of AI tools to reduce cost-to-serve while maintaining experience.
• Design support workflows prioritizing human judgment where needed.
• Lead readiness for launches, migrations, or service changes.
• Drive self-service success and reduce ticket volume across journeys.
• Maintain operational integrity of support systems and escalation paths.
• Oversee outsourced vendors in the Eastern US and the Philippines with quality calibration.
• Translate contact patterns into product and process improvements.
• Connect support work to retention, revenue, product adoption, and trust.

Skills

Customer support leadership

Data-driven decision making

AI in support

Vendor management

Communication skills

Job description

At Wyze, we make smart home technology accessible to everyone. We're known for disrupting markets with high-quality, affordable products - from cameras to lighting to sensors and more. We believe technology should simplify life, not complicate it. We’re a fast-moving, customer-obsessed team driven by curiosity and powered by data.

The Opportunity

We're hiring a Senior Director, Customer Service who will own Wyze’s customer support strategy and operations — globally. You’ll run the teams and systems that define how customers experience Wyze when something goes wrong, and you’ll be the driving force in preventing those moments from happening in the first place.

What You'll Do

• Own the global customer service strategy, operating model, and execution — from support systems and tooling to community and social channels.
• Reduce avoidable support volume by identifying root causes of friction, then partnering cross-functionally to fix them upstream.
• Lead the evaluation and adoption of AI tools — including chatbots, agent-assist, and automated deflection — to reduce cost-to-serve and handle routine contact volume without sacrificing customer experience.
• Build a clear-eyed view of where AI adds value vs. where human judgment is essential, and design support workflows accordingly.
• Lead readiness for every major launch, migration, or service change — ensuring agents have the right training, messaging, workflows, and escalation paths before customers are affected.
• Drive self-service success rates and reduce ticket volume across onboarding, account recovery, 2FA, and other high-volume journeys.
• Maintain operational integrity of support systems — including bot routing, escalation paths, workflow monitoring, and follow-through when failures surface.
• Oversee outsourced support vendors in the Eastern US and the Philippines, ensuring quality, calibration, and tight integration with internal teams.
• Represent customer support in cross-functional planning and business reviews, translating contact patterns and pain points into product and process improvements.
• Connect support work to business outcomes: retention, revenue, product adoption, and customer trust.

What You Bring

• At scale experience in customer support, customer experience, or service operations
• A track record of driving cross-functional initiatives that span support, product, operations, and customer communication.
• A deep data-forward approach — you've stood up the dashboards, defined the metrics that actually matter, and built the cross-functional habit of turning contact data into product and process decisions, not just reporting on it after the fact.
• Hands-on experience deploying AI or automation in a support environment — chatbots, LLM-powered agent assist, deflection tooling, or similar — with demonstrable impact on cost and volume.
• Strong operational judgment — you improve processes, systems, and quality without needing every answer handed to you.
• Experience managing both internal teams and outsourced vendor environments.
• The ability to translate customer pain into concrete improvements across tooling, messaging, and product experience.
• Excellent written and verbal communication skills, especially in high-stakes or customer-impacting situations.
• Experience building agent readiness and launch preparedness programs for product or service changes.

What Success Looks Like

• Customers get faster, clearer answers — consistently, across every channel.
• AI and automation are meaningfully reducing contact volume and cost-to-serve, with measurable results.
• Customer data actively shapes decisions, not just describes problems.
• Avoidable support demand drops through better product flows and self-service.
• Teams are fully prepared before any product launch or customer-impacting change.
• Vendor teams operate to Wyze standards and integrate tightly with internal workflows.
• Customer Service is seen as a strategic driver of satisfaction and business performance.

Candidates must currently reside in the US to be considered.

Compensation

The base pay range for this role is $157,000 – $235,000 per year.

More About Us

Over the years, Wyze earned a reputation for disrupting entrenched categories and delivering products that feel almost too good to be true. That early impact brought industry recognition from Forbes, TIME, Fast Company, PCMag, and others… all signals of momentum that helped establish Wyze as a breakout brand.

Today, Wyze is focused on its next stage of company building. We’re scaling our platform, strengthening our operating rigor, and investing for long-term growth, while staying true to the belief that everyday people deserve access to great technology. This is a phase defined less by headlines and more by execution, craft, and durable impact.

Our people are central to that work. Wyze has been recognized as a Best Place to Work by Built in Seattle and Seattle Business Magazine, but what matters most is the environment we’re building now: one where smart, pragmatic builders take ownership, move fast, and shape what comes next.

Benefits

Wyze has a full benefits package through Premera Blue Cross. This includes Medical, Dental, Vision, Basic Life Insurance, Voluntary Life Insurance, EAP, Short-term disability, Long-term disability, FSA, and Daycare FSA. Depending on the benefits package you choose, a portion of the employee and dependent premiums will be covered by Wyze.

• 12 Holidays - 8 set holidays and 4 Floating Holidays
• 24 days of PTO every year
• Additional Wyze anniversary vacation days
• Principal 401k Plan (no company match at this time)

Wyze is an equal opportunity employer and values diversity and inclusion. We are committed to providing equal employment opportunities to all applicants and employees. We provide reasonable accommodations to qualified individuals with disabilities to enable participation in the job application or interview process, performance of essential job functions, and access to other benefits and privileges of employment, in accordance with applicable law.

If you need a reasonable accommodation, please contact [e-mail].