Director Customer Support

Location: Washington, DC or Remote from a city with a Framebridge retail store

Travel: Ability to travel several times a year to visit Framebridge stores, studios and offices as needed

Who We Are: At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one. Our mission is to make framing so delightful, customers are inspired to frame everything they love—big, little and in between. We've framed over three million pieces and counting. We are building a beloved brand, and to be successful, we have to build a great team across a number of disciplines – ecommerce, retail, design, and manufacturing. We are a consumer business operating online and in our growing fleet of retail stores. We operate multiple manufacturing studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround. We exist, grow, and ultimately own the market by delighting customers who trust and value us.

The Role: We're seeking a Director, Customer Support who will lead our fully remote customer service organization, owning the people, performance, and technology that power every customer interaction. In this role you will lead and develop our remote support team of 25+ agents who assist our customers with questions, concerns and framing design assistance. You will set the standard for speed, quality, and brand-aligned service across all channels, and ensure we have the systems and tools in place to make Framebridge's customer satisfaction second to none. This is an operational leadership role for someone who loves being in the details: managing a high-performing team, driving measurable improvements in quality and customer satisfaction, and building the systems and culture to deliver extraordinary service at scale. You are equally comfortable coaching a frontline team and optimizing a CRM workflow. This role reports to VP, Experience & Innovation. As a Framebridge Team Member, You Will: Show PrideWe stand behind our work, we sweat the details, and we strive for continuous improvement every day. We're proud to frame the things you love, and show pride in our product and craftsmanship. Adapt & ActWe are creative and solution-oriented, flexible, and proactive. We adapt and act quickly, embracing an environment of constant change.

Embrace Challenges: We embrace challenges with creative solutions and we know that collaboration is the only way to succeed. We set big goals and keep raising the bar together. Secure the BatonWe take personal responsibility for delivering successful outcomes, not just completing tasks. We ensure every handoff is clear, complete, and sets the next teammates up to succeed.

Equal Opportunity Employer: Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Employment decisions — including hiring, promotion, and advancement — are made without regard to race, color, national origin, age, religious beliefs, sex (including pregnancy), disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other characteristic protected by federal, state, or local law. Please note that employment with Framebridge is at-will. Either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.