Senior Director, Head of Customer Support at Babylist

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Baby Products, HealthIndustries

Requirements

8-10+ years of experience managing and scaling teams in user-obsessed customer operations in fast-paced, consumer-tech environments
Data-driven builder with a strong sense of ownership
Smart mental models for deciding when to apply quick fixes ("bandaid") or completely rebuild for better outcomes
Experience leading change management, including backend workflow transformations and customer-facing improvements
Ability to balance short-term efficiency gains with long-term strategic impact
Systems thinker who designs scalable solutions aligning user experience, technology, and operations
Collaborative leader who works daily with fulfillment, data, engineering, and product teams
Leadership style that excels at setting long-term strategy and diving into details

Responsibilities

Set the vision and scale operations for Customer Support
Lead a team of over seventy agents supporting millions of users
Ensure every decision prioritizes serving users, data, and business impact
Lead Customer Support teams for Babylist and Babylist Health
Balance AI-powered automation with people-led interactions to create exceptional customer service experiences
Collaborate daily with fulfillment, data, engineering, and product teams to solve problems and develop innovative support solutions
Report to the Chief Product Officer

Skills

Customer Support

Team Leadership

Operations Scaling

AI Automation

Customer Experience

Support Operations

Vision Setting

Babylist

Comprehensive baby registry platform for parents

About Babylist

Babylist provides a universal baby registry platform that allows expecting and new parents to compile baby products from any store, including popular retailers like Amazon, Target, and Etsy. The platform features an interactive checklist and expert-vetted guides to assist parents in making informed choices about baby gear and essentials. Babylist differentiates itself from competitors by offering a comprehensive solution that combines affiliate marketing, direct sales, and curated product recommendations, generating revenue through affiliate commissions, exclusive curated kits, and advertising partnerships. The company's goal is to simplify the baby registry process for parents, ensuring they have all the necessary items for their growing families while enhancing user engagement with offerings like a free box of goodies for new registrants.

Oakland, CaliforniaHeadquarters

2011Year Founded

$38.9MTotal Funding

SERIES_CCompany Stage

Education, Consumer GoodsIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Parental Leave

401(k) Retirement Plan

401(k) Company Match

Health Savings Account/Flexible Spending Account

Paid Vacation

Paid Sick Leave

Remote Work Options

Flexible Work Hours

Wellness Program

Mental Health Support

Company Equity

Risks

Increased competition from Lalo could draw customers away from Babylist.

Integration challenges with Expectful may distract from Babylist's core business.

Reliance on affiliate marketing exposes Babylist to changes in partner terms.

Differentiation

Babylist offers a universal registry platform integrating products from any store.

The platform combines affiliate marketing, direct sales, and curated recommendations for revenue.

Expert-vetted guides and interactive checklists enhance informed decision-making for parents.

Upsides

Acquisition of Expectful expands Babylist's offerings into health and wellness.

Growing demand for eco-friendly products aligns with Babylist's product recommendations.

AI integration can enhance personalized shopping experiences on Babylist's platform.

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