Director of Customer Experience

Director of Customer Experience

Build the Customer Experience function at a fast growing DIY brand

Liquid Rubber is looking for a Director of Customer Experience to build and lead our customer support and customer insight function.

This is a builder role for someone who enjoys leading people, creating structure, using data to make better decisions and helping customers succeed with real-world DIY projects.

Most of our customers are homeowners choosing products, preparing surfaces, applying coatings and trying to complete projects successfully. They need clear guidance before they buy, practical support while they work and help resolving issues when projects do not go as planned.

The opportunity is simple: build the Customer Experience operating system that helps more customers complete successful projects and helps Liquid Rubber make better decisions from what customers are telling us every day.

What You’ll Build and Lead

You will lead Liquid Rubber’s Customer Experience function across our major sales channels, including Shopify, Amazon, Home Depot, Lowe’s and Walmart.

You will build practical systems for:

• customer support workflows, team roles and response standards
• technical support, troubleshooting and application guidance
• escalation paths, decision rights, repairs, refunds and warranty guidance
• workload, backlog and coverage visibility
• issue categorization, CX metrics, dashboards and recurring reporting
• refund, repair and warranty reason tracking
• customer insight reporting into Marketing, Channels and Content
• eDesk and AI-assisted support quality, coverage and knowledge gaps

This is not about managing a ticket queue or building reports for the sake of reporting. It is about creating visibility into what customers are asking, where they are struggling, which issues are recurring and what problems are costing the business time or money.

You will not own every fix across the company. But you will own making sure the customer signal is clear, evidence-based and reaching the right teams.

What Success Looks Like

In the first 6–12 months, success looks like:

• the team has clearer roles, workflows and operating routines
• support work is more visible and better understood
• CX metrics and reporting are in place
• recurring customer issues are categorized and tracked
• refunds, repairs and warranty issues are easier to understand by reason
• customer feedback is helping improve content, product education, listings and processes
• high-impact issues are escalated with data and recommended next steps
• decisions are increasingly based on data, patterns and impact

Who You Are

You are a builder. You like creating structure where things are not yet fully defined. You are comfortable stepping into a growing company, understanding how things work today and improving them without overcomplicating everything.

You are data-first but practical. You know good reporting should help people make better decisions, not create bureaucracy. You can separate anecdotes from patterns and prioritize work based on frequency, customer impact, cost and preventability.

You are also a strong people leader. You can create accountability without creating burnout. You lead with clarity, empathy and consistency.

You do not need to be a technical product expert. You do need to be comfortable learning products, asking good questions and leading people who provide technical guidance to customers.

An interest in DIY, home improvement or practical product problem-solving is a strong bonus.

This Role Is a Fit If You

• like building departments, not just maintaining them
• believe customer support should help the business get better
• know how to use data to guide priorities
• can turn recurring customer issues into clear business recommendations
• like working close to real customer problems
• want to join a growing company where your work will have visible impact

This Role Is Not a Fit If You

• only want to manage a ticket queue
• need every process to already be fully defined
• prefer dashboards that look good over reporting that drives decisions
• make big changes before understanding the current state
• rely on anecdotes instead of patterns and evidence
• think performance should come from burning people out
• want remote work to mean being disconnected from the team or business

Our Culture

Liquid Rubber is a growing company with high expectations, but we are not building a burnout culture.

We care about performance, ownership and accountability. We also care about flexibility, balance and sustainability. Many of our employees have families, kids and responsibilities outside of work. We believe people can do strong work without being run into the ground.

Location and Reporting

This role is remote-friendly within Canada.

Our head office is in Oakville, Ontario. Periodic time in Oakville will be valuable for onboarding, team connection, planning and leadership alignment. Preference will be given to candidates who can spend time at head office as needed.

We are starting the search in Canada. If the right candidate is not found, we may expand the search to the U.S.

The Director of Customer Experience reports to the VP of Marketing and participates as part of the Marketing leadership team.

How to Apply

Please apply by email only with your resume and a brief note telling us why this role interests you.

In your note, please include one example of how you used customer feedback, support data or reporting to improve a customer experience, support process or business decision.

Email: ***email_hidden***

Compensation & Benefits

Salary commensurate with experience $115,000 - $140,000

Annual performance bonus opportunity

Extended medical and dental benefits

The salary range represents the expected annual base salary for this role. Final offers will be determined based on each candidate's qualifications, relevant experience, internal equity, and the needs of the role. We encourage all qualified candidates to apply.

This posting is for an active, current vacancy. We do not use AI‑based screening tools in our hiring process.

No phone calls please.

Liquid Rubber Canada Inc. is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). Applicants with disabilities who are qualified and selected for an interview will be accommodated upon request.