Director, Customer Experience (easyplant)

easyplant launched just three years ago and is already generating $60M in annual revenue—one of the fastest-growing brands inside Mixtiles’ $230M home-innovation group.
Our promise is bold: plants that don’t die. That means customer experience isn’t a cost center—it’s a product in itself.

We’re looking for a sharp, strategic, and warm leader to own our customer experience and evolve it for the next chapter of growth.

This is not a “support leader” job.
This is a “define the plant-care product” job.

You’ll own the entire customer experience at easyplant—from a customer’s first question to the moment their plant thrives again. This includes defining the strategy, designing the tools, scaling the team, and collaborating across product, ops, and tech to make it all real.

Build the most thoughtful, tech-powered, human-feeling customer experience in the world.
Where 80% of support is handled by AI—but none of it feels robotic.
Where every human interaction feels like care, not cleanup.
Where the customer experience is a product in itself—and a strategic advantage.

• The product is alive. Our plants grow, evolve, and respond to care—just like the people who own them. Your work helps customers feel confident and supported, long after the box is opened
• The CS team is strong. You’re not starting from zero. But our playbooks are evolving—and you’ll own that evolution.
• We’re raising the bar. From AI-based automation to VIP treatment, there’s a lot to build and refine.
• You’ll influence what we build. You’ll be the voice of the customer, helping Product and Ops prioritize what matters most.
• We want to go proactive. We’re ready to move from support to care. That means reaching out before there’s a problem—and delivering delight, not just fixes.

• Own and evolve the global customer experience strategy, across pre-purchase, post-purchase, and ongoing plant care.
• Lead a growing team of support agents and plant-care experts, scaling systems and quality as we grow.
• Design how we blend human support with automation—targeting 80% ticket resolution via AI, without losing our warmth or tone.
• Define and execute what “VIP support” means, including who qualifies, what they get, and how we measure success.
• Launch proactive programs that reach out at key moments in the plant’s life to prevent issues and increase retention.
• Work hand-in-hand with Product and Operations to flag quality problems, suggest features, and deliver customer insights that change what we build.
• Own and improve key KPIs like CSAT, NPS, repeat purchase rate, AI-closure %, and reshipment cost per order.

• A customer-obsessed Director-level leader who’s scaled B2C service teams before.
  A systems thinker who knows how to optimize what works and build what’s missing.
• Someone who’s hands-on with automation—but never sacrifices the human feel.
• Sharp with messaging and tone—you can write, edit, and coach others to speak like the brand.
• Deeply collaborative—you love partnering with Product, Ops, and Marketing.
• Comfortable in the gray. You love clarity, but you can move fast when things are still taking shape.
• Bonus: You love plants—or at least find joy in helping others care for them. It’s not required, but it makes the work feel even more meaningful

• Customers are happier and stay longer. You’ve made measurable gains in NPS, CSAT, and retention.
• People reach out—not because something’s wrong, but because they trust us to help them grow. They see us as experts, not just a last resort.
• More people come back. Because they trust us.
• AI is doing more—and doing it better.
• Your team is thriving. They know what great looks like, and they deliver it every day.
• Product, Ops & Marketing see you as essential. Because your insights change how we build.
  
  

If you’re excited by the idea of turning customer experience into a living, evolving product—and making “plants that don’t die” a reality—we’d love to meet you.