Director of CX ( Remote ) CPG / Beauty job at LINQM Los Angeles, CA, US

Job Description

We’re looking for a Customer Experience (CX) Director who’s passionate about delivering outstanding service and creating meaningful moments across every customer touchpoint. You’ll own the day-to-day operations of our support team, act as a voice of the customer internally, and be the person that scales our CX strategy as we grow.

What You’ll Do

Monitor daily support operations (email, chat, social) to ensure timely, empathetic, and on-brand customer interactions.
Create and optimize internal processes, scripts, and knowledge base articles to drive efficiency and consistency.
Work with marketing team members with a strong focus on customer loyalty and retention.
Analyze support trends and customer feedback, and work cross-functionally with Product, Marketing, and Ops teams to drive continuous improvement.
Handle escalated or high-priority customer inquiries with care and professionalism.
Build and maintain KPIs and reporting around CSAT, first response time, resolution time, etc.
Partner with tech and ops teams to implement and scale CX tools (e.g., Zendesk, Gorgias, Help Scout, etc.)
Advocate for the customer across the business—always looking for ways to surprise, delight, and retain.

Who You Are:

7–10+ years of experience in customer service or customer experience, ideally in CPG, beauty, or DTC eCommerce.
Proven experience leading or managing a support team.
Passionate about delivering best-in-class service and solving problems creatively.
Tech-savvy and familiar with modern CX tools and platforms.
Strong communicator—empathetic, clear, and confident across all channels.
Highly organized and comfortable in fast-paced, startup environments.
Obsessed with improving the customer journey, from first touch to loyal fan.

Bonus Points:

Experience supporting product launches, high-volume seasonal campaigns, or influencer-driven traffic.
Familiarity with beauty/skincare products and a passion for the industry.
Tech Savvy! Knowledge of and ability to utilize AI tools and technologies for efficiency
Bilingual / Multilingual a plus!

Job Tags

Full time, Seasonal work, Remote job,

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