Director of Customer Operations

Director, Customer Operations

Remote | Full-Time

Lead the Experience. Scale the Impact.

At Campspot, we’re redefining how people experience the outdoors. Whether it’s seasoned RVers or first-time campers, our mission is to make discovering and booking campgrounds seamless and enjoyable for everyone.

We’re looking for a Director of Customer Operations to lead and scale a high-performing support organization that delivers exceptional customer experiences at every touchpoint. This is a strategic and hands-on leadership role where you’ll shape the future of customer support, leverage technology (including AI), and build systems that drive efficiency, quality, and growth.

If you thrive in fast-paced environments, love building teams, and are passionate about turning customer insights into business impact—this role is for you.

What You’ll Own

Leadership & Team Development

• Build, lead, and develop a high-performing Customer Support organization, including managers and frontline teams
• Foster a customer-first culture centered on empathy, accountability, and continuous improvement
• Partner with HR on hiring, onboarding, and career development to scale the team effectively

Operational Strategy & Execution

• Own day-to-day support operations, ensuring consistent, high-quality service delivery
• Design and optimize scalable processes, workflows, and support models
• Drive workforce planning, forecasting, and staffing alignment to meet demand

Customer Experience & Insights

• Champion the voice of the customer across Product, Engineering, and Sales
• Identify friction points across the customer journey and lead initiatives to improve the end-to-end experience
• Translate customer feedback into actionable insights that influence product and business strategy

Performance & Continuous Improvement

• Define and track key performance metrics (SLAs, response times, resolution rates, CSAT)
• Use data to drive decision-making, uncover trends, and improve team performance
• Implement QA programs and manage high-impact escalations with confidence

Technology & Innovation

• Evaluate and implement tools—including AI and automation—to improve efficiency and experience
• Optimize omni-channel support (chat, email, phone, reviews, social)
• Partner with Product on prioritizing bugs, enhancements, and customer-impacting initiatives

What You Bring

• 7 years in Customer Support, Customer Operations, or CX leadership roles
• 5 years leading managers and scaling teams in a SaaS or tech environment
• Proven ability to build processes, implement metrics, and drive operational excellence
• Strong analytical mindset with a data-driven approach to decision-making
• Exceptional leadership, communication, and cross-functional collaboration skills
• Passion for delivering outstanding customer experiences and developing people

Bonus Points

• Experience with platforms like Zendesk, Intercom, or Salesforce Service Cloud
• Background in process improvement (Lean, Six Sigma, or similar)
• Experience in high-growth or scaling organizations
• Experience managing third-party or offshore support partners

Why Campspot?

• Competitive salary: $110K–$130K
• Medical, dental, vision, life & disability insurance
• 401(k) with employer match
• Flexible, casual work environment
• Camping credits to explore and experience our platform

Join Us

At Campspot, we believe the outdoors—and great careers—are for everyone. If you're ready to build, lead, and make a meaningful impact, we’d love to hear from you.

Apply today and help shape the future of customer experience.