Director of Customer Support

About this role

Who We Are

ButcherBox is a certified B Corp headquartered in Boston, and honored to be celebrating our fourth year in a row on Inc.'s list of Best Workplaces. At ButcherBox, we believe in better. That’s why we deliver 100% grass-fed, grass-finished beef, free-range organic chicken, pork raised crate-free, and wild-caught seafood directly to our members’ doors. All of our products are humanely raised or wild-caught and never given antibiotics or added hormones ever.

We’re working to build a world that’s better for all, and we’re inviting everyone to come along. For us, better means treating our planet with respect. It means improving the lives of animals and the livelihoods of farmers. It means never cutting corners when it comes to doing business. Ultimately, it means better meals, enjoyed together. Our team is made up of people who collaborate and support one another. We’re always looking for outstanding people to join our mission!

About the Role

Department: Corporate Sales

Reports To: VP of Corporate Development and Sales

Location: Watertown, MA (ButcherBox Headquarters)

Level: Director

Base Salary: $160,000.00 - $182,000.00

Position Summary

ButcherBox is seeking a Director of Customer Support to lead our customer support organization and deliver an exceptional member experience at scale. This leader will be responsible for support operations across internal and outsourced teams, customer experience performance, quality assurance, workforce planning, technology strategy, AI-enabled support, Voice of Customer insights, and organizational transformation initiatives.

The ideal candidate combines strong operational leadership with a passion for customer experience and continuous improvement. They will partner cross-functionally with Product, Technology, Marketing, Operations, and Finance to ensure customer feedback drives business decisions while building a scalable support organization that supports company growth.

This role is both a senior operator and a transformation leader. We are looking for someone who can successfully run a high-performing customer support organization while simultaneously driving meaningful improvements across people, processes, technology, automation, and customer experience.

Why This Role Matters

ButcherBox is entering a period of significant customer experience transformation. Over the next several years, we will modernize our support technology stack, expand AI-powered customer experiences, strengthen our Voice of Customer capabilities, and continue evolving our operating model across internal and outsourced teams.

This role is critical to that journey. The Director of Customer Support will help shape how we support and retain members while building a scalable operation for the future. Success requires balancing operational excellence with innovation, ensuring we continue to deliver an outstanding member experience while improving efficiency and leveraging new technologies.

The ideal candidate is equally comfortable managing day-to-day operations, developing leaders, analyzing data, implementing technology, and influencing executive-level decisions.

Responsibilities

Customer Support Leadership

• Lead day-to-day customer support operations across internal and outsourced teams.

• Develop and execute the customer support strategy aligned with company goals.

• Establish clear performance expectations, accountability, and development plans for managers and team members.

• Build a culture focused on customer empathy, operational excellence, and continuous improvement.

• Ensure service levels, customer satisfaction, and operational targets are consistently achieved.

• Lead organizational change initiatives associated with new technology, automation, and evolving support processes.

Customer Experience &…