Director of Customer Experience

About Aether Diamonds

Aether Diamonds is an award-winning climate tech startup based in New York City. We transform carbon captured from the atmosphere into the world’s most sustainable diamonds. Aether diamonds are the rarest in the world and the first to have a tangible, positive impact on the environment. We are the first and only diamond producer in the world to receive B Corp certification. Our products allow consumers to look good and feel good while doing good for the planet. We toe the line between science and culture because we believe that both matter if we’re going to change the world. We view ourselves as a mission with a company and not the other way around. We aim to use commerce as an engine for change. Aether has raised over $21M in funding to date and is growing quickly.

About the Role

Aether is seeking a Director of Customer Experience to lead our CX practice. In this role, You will lead the development and execution of our CX strategy, ensuring a best-in-class luxury experience across every customer touchpoint. You will set strategies that enable the best customer experiences at scale while also leveraging data to unlock new opportunities across customer satisfaction, retention, and growth. You will be charged with assembling and managing a team of empathetic problem solvers who are obsessed with creating meaningful experiences for our customers. You will be responsible for creating a culture of high performance, operational excellence, and superior customer engagement. The ideal candidate will be an entrepreneurial leader and collaborator who can effectively maintain high levels of operational efficiency with the goal of exceeding customer expectations at every opportunity. This position reports to the CMO.

We are an equal opportunity employer and we value and promote diversity. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, or (dis)ability. We care more about your actual qualifications than where you went to college. We believe that good ideas can come from anywhere and talent comes in many forms. If anyone understands the value of a diamond in the rough, it’s us. We are looking for exceptional people who want to do well for themselves while driving real change in the world. We believe the future is a luxury. Will you help us shape it?

Responsibilities

• Build, develop, and execute the CX vision and strategy in collaboration with the C-suite
• Become the voice of the customer and energize our organization to support them
• Innovate the ways we can better support our customers
• Build a diverse, high performing team
• Responsible for the training and ongoing development of CX team
• Collaborate with all other functions in the company to drive better customer outcomes
• Develop and implement the short and long-term strategies to improve the CX team’s internal operations, productivity, and performance

Qualifications

• Based in or near NYC
• 6+ years working in customer experience, customer support, or operations roles
• 2+ years working in a CX leadership role
• Proven track record of building teams
• Understand the customer experience in a retail and/or ecommerce environment
• Comfortable working in a fast-paced startup environment
• Desire to work on a collaborative and diverse team
• Working knowledge of/POV CRM tech stack and related tools and technologies
• Strong analytical, troubleshooting, problem-solving, and project management skills
• Ability to evaluate and execute smart risks, ability to identify opportunities for improvement, and take the initiative to drive necessary change
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization
• A passion for developing your team and building its culture, inspiring people towards the best version of themselves
• Someone who embraces challenges, enjoys solving problems, and is willing to try new things
• A strong passion for leading the fight against climate change

Additional Preferred Qualifications

• Experience working at luxury brands/high touch customer experiences
• Experience working at/with luxury brands
• Knowledge of the fashion & jewelry industries, hype culture
• Knowledge of the climate tech landscape
• Proficient with Google Workspace, Microsoft Office Suite, Slack, Asana, CRM tools

Employment Type

Full-time, hybrid remote/in-office

Compensation & Benefits

Our goal is to reward the right candidate with the chance to grow professionally and financially with our company.

• Base salary: $100,000-$110,000 or commensurate with experience
• Competitive stock option package
• Competitive performance bonus
• Unlimited PTO (3-week mandatory minimum)
• Robust medical, dental and vision insurance packages
• 401K retirement plans available
• Paid maternity/paternity leave
• Diverse & inclusive culture
• Countless opportunities to make a real difference in the world

Please Note:

Studies show that men are likely to apply for jobs for which they meet only 60% of qualifications, while women and other marginalized groups are much more likely to hesitate unless they meet 100% of the listed requirements. We don’t think that’s right. At Aether, we are inspired by what’s possible and we are actively working to create a new, better reality. So, even if you do not necessarily meet every requirement or check every box, we encourage all who are interested to apply.