Director, Customer Experience (AI)

TL;DR

Director, Customer Experience (AI): Defining and leading the end-to-end customer experience strategy for a music creation platform, with an accent on driving customer satisfaction, retention, and loyalty through scalable systems and AI-powered enhancements. Focus on synthesizing voice-of-customer insights, influencing product roadmaps, and building a high-performing CX organization.

Location: Remote - U.S.

Salary: $144,000–$180,000

Company

hirify.global is a creative platform that empowers music creators with sounds, samples, DAWs, plugins, and an expanding AI stack.

What you will do

• Define and lead hirify.global’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs.
• Own the CX and Support roadmap, driving initiatives to strengthen customer satisfaction, retention, and loyalty.
• Build, mentor, and scale a high-performing customer experience organization across channels.
• Lead strategic CX initiatives for revenue growth, including AI-powered enhancements and loyalty programs.
• Partner with Product, Engineering, Marketing, and Analytics teams to surface insights and improve the customer journey.
• Develop and optimize processes, tools, and service workflows for efficient, high-quality support at scale.

Requirements

• 7+ years of progressive leadership experience in customer experience, support, or service operations.
• Proven success building and managing customer-facing teams in fast-paced, high-growth environments.
• Strong operational and technical proficiency with CX systems, support platforms, and CRMs; able to use data to drive decisions.
• Exceptional communication and stakeholder management skills, influencing cross-functional partners and senior leadership.
• Experience designing scalable support strategies, self-service systems, and customer journey frameworks.
• Experience as a music creator, preferably as a producer or composer.

Nice to have

• Experience with Intercom.
• Experience working in high-growth tech or SaaS organizations.

Culture & Benefits

• Embrace a remote-first culture with colleagues across the US and UK.
• Regular communication channels including Town Halls and departmental all-hands.
• Operate under DISCO principles: Direct, Inclusive, hirify.global Together, Creator Centric, and Optimistic.
• Flexible and unified approach to work.
• Commitment to being an Equal Opportunity Employer.