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What the Role Is:
- Babylist is hiring a VP of Customer Care and Support to lead the support organization end to end.
- You'll report to the CFO/COO with two direct reports and a team of 100+ agents and ops.
- The role involves setting strategy for operating model, policies, and team structure.
Who You Are:
- Have run support for a complex, multi-product consumer business at VP-level.
- Fluent in modern support tooling and AI, with real opinions on industry direction.
- Comfortable owning customer-facing policy and driving alignment with cross-functional partners.
How You Will Make An Impact:
- Set strategy and operating model for support across all of Babylist.
- Build the operating model for AI and human agent collaboration.
- Represent the customer in cross-functional forums and drive policy changes.
Babylist
Babylist is the leading platform for expecting and new families, serving over 10 million shoppers annually. The company is a remote-first, AI-forward tech organization with 100+ team members in the support org and $750M in revenue, fostering a culture of focus and intention.