Director of Customer Experience at Tombot

Santa Clarita, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

175000.0

Posted On

18 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Strategy, Technical Support Operations, B2B and B2C Support, Team Leadership, RMA Process Management, KPI Optimization, AI and Automation Tools, Cross-functional Collaboration, Complaint Handling, CAPA Processes, Customer Feedback Loops, SOP Development, Performance Management, Strategic Planning, Customer Advocacy, Service Standards

Industry

Computers and Electronics Manufacturing

Description

Role: Director of Customer Experience Department: Operations Reports To: COO Location: Onsite in Santa Clarita, CA Employment Type: Full-time FLSA Status: Exempt Salary Range: $140,000 and $ 175,000 per year About Tombot Tombot is a robotics startup company based in the greater Los Angeles area. Jennie, our robotic puppy, was named Best of CES® Award winner at CES 2026, and was designed to support over 50 million seniors with dementia worldwide. We’re building a passionate team to help deliver these life-changing robotic companions to the people who need them most. JOB OVERVIEW Tombot is seeking a Director of Customer Experience to build and lead the post-sale customer experience function as the company scales across both direct-to-consumer and business-to-business channels. This role will create the people, processes, systems, and operating rhythms needed to support customers at scale. The Director will lead customer support operations, oversee the people and process side of technical support, serve as a key stakeholder in the customer-facing portion of the RMA process, and build feedback loops that help improve the customer experience, internal processes, and the product itself. This is a hands-on leadership role for someone who has built support functions before, enjoys creating structure from ambiguity, and understands how customer support can become a strategic source of product and business insight. The ideal candidate has experience supporting a technology-enabled, hardware, robotics, medical device, health technology, consumer electronics, or other complex product environment. Experience with FDA-regulated products, complaint handling, CAPA processes, or quality system environments is strongly preferred. Tombot is building a product that customers, families, care partners, healthcare organizations, senior living communities, and institutional partners may rely on in deeply personal moments. The support experience must be clear, responsive, compassionate, consistent, and operationally disciplined. As Tombot grows, this leader will help build a support function that is ready for higher volume, more complex customer segments, stronger product feedback loops, and future regulated product requirements. KEY RESPONSIBILITIES * Build and lead Tombot’s customer experience and support function across both B2C and B2B customer segments, including individual consumers, family caregivers, healthcare organizations, senior living communities, and institutional partners. * Establish scalable support processes, workflows, escalation paths, service standards, documentation, and operating rhythms that allow the team to deliver timely, consistent, and empathetic support as customer volume grows. * Oversee the people, process, and performance side of technical support, ensuring the team has the training, tools, troubleshooting workflows, and cross-functional escalation paths needed to resolve customer issues effectively. * Serve as a key stakeholder in the customer-facing portion of the RMA, returns, replacements, repairs, and product issue resolution process, partnering closely with Operations, Quality, Product, and Engineering. * Build customer feedback loops and reporting that identify support trends, recurring product issues, customer pain points, RMA drivers, and opportunities to improve the customer experience, internal processes, and product. * Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options. * Establish, monitor, and optimize key performance indicators including CSAT, NPS, first contact resolution, response times, handle times and SLA compliance rate. * Hire, coach, and develop a high-performing support team while building a culture of service, accountability, continuous improvement, and customer advocacy. * Partner with Quality and Regulatory teams to ensure support documentation, issue tracking, complaint handling, and escalation processes can scale into a more regulated product environment, including future FDA and CAPA-related requirements. REQUIRED QUALIFICATIONS EDUCATION AND EXPERIENCE * Bachelor’s degree preferred, or equivalent relevant experience. * 8+ years of experience in customer support, customer experience, technical support operations, customer success, service operations, or a related function. * 3+ years of experience leading and developing support teams. * Experience supporting a technology-enabled, hardware, robotics, consumer electronics, medical device, health technology, or other complex product environment. * Experience supporting both B2C and B2B customers. * Experience building teams, processes, systems, and support infrastructure in a startup, early-stage, or high-growth environment. * Experience partnering cross-functionally with Product, Engineering, Operations, Quality, Sales, Marketing, and leadership teams. * Experience using customer support data to improve processes, customer experience, product outcomes, and operational performance. * Experience using automation and AI tools for both customer support and operational support to help improve efficiencies and effectiveness. SKILLS AND COMPETENCIES * Proven ability to build, lead, and scale customer support and technical support teams, including hiring, training, coaching, performance management, and team structure. * Strong experience creating scalable support operations, including ticketing workflows, escalation paths, service standards, troubleshooting guides, SOPs, customer communication templates, and reporting routines. * Strong customer judgment, with the ability to balance empathy, clarity, consistency, policy, operational realities, and business needs when resolving customer issues. * Ability to use support data, RMA trends, product issue patterns, customer satisfaction metrics, and escalation data to identify root causes and improvement opportunities. * Ability to translate customer issues into actionable feedback for Product, Engineering, Quality, Operations, and leadership. * Strong cross-functional communication skills, including the ability to explain customer issues, product concerns, support trends, and operational risks to both technical and non-technical audiences. * Comfort operating in a startup environment where priorities shift, processes need to be built, and leaders are expected to be both strategic and hands-on. PREFERRED QUALIFICATIONS * Experience supporting FDA-regulated products, medical devices, health technology, robotics, hardware, consumer electronics, or other complex products. * Familiarity with RMA processes, product issue tracking, customer complaint handling, quality systems, or CAPA processes. * Experience implementing or improving customer support tools such as Zendesk, Gorgias, Intercom, Help Scout, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, or similar platforms. * Experience building knowledge bases, self-service support models, customer education resources, training materials, and scalable support documentation. * Experience supporting products sold through multiple channels, including direct-to-consumer, healthcare, institutional, senior living, retail, or enterprise channels. * Experience creating customer experience dashboards, support KPIs, customer satisfaction programs, Voice of Customer programs, or closed-loop product feedback processes. PHYSICAL REQUIREMENTS * Ability to remain stationary for extended periods of time while working at a desk or computer * Ability to lift to 15 pounds when inspecting product samples or visiting warehouse and manufacturing facilities * Ability to operate standard office equipment and navigate manufacturing environments * Travel may be required up to 10% depending on business needs, including visits to contract manufacturers, suppliers, and logistics partners Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. COMPENSATION & BENEFITS Final compensation will be determined based on experience, skills, internal equity, and market factors. The base salary range for this role is expected to be between $140,000 and $ 175,000 per year. In addition to cash compensation, this role may be eligible for equity awards, aligning individual impact with Tombot’s long-term success. Benefits include comprehensive medical, dental, and vision coverage for employees and dependents. WORKPLACE MODEL & COLLABORATION EXPECTATIONS Tombot is currently an in-office organization. We believe that real-time, in-person collaboration supports innovation, strengthens cross-functional partnership, and enables the rapid iteration required to build complex, human-centered robotic products. Team members are expected to work onsite at our Santa Clarita, CA office during standard business hours (though occasional extended hours may be required to meet project deadlines or product development milestones). While we support flexibility for personal appointments and individual needs and have Flexible Fridays where employees may choose to work remotely on Fridays; our work is primarily designed to be performed in person to support teamwork, communication, and product development success. We recognize that flexibility is important and encourage open communication with managers to support reasonable scheduling needs while maintaining our collaborative, onsite-first culture. Work Authorization Applicants must be authorized to work in the United States. Tombot does not currently provide employment visa sponsorship. Tombot participates in E-Verify to confirm work authorization. E-Verify compares information provided by employees on Form I-9 with federal government records to confirm eligibility to work in the United States. Additional information about E-Verify is available upon request. Tombot does not use E-Verify to pre-screen applicants. EQUAL EMPLOYMENT OPPORTUNITY Tombot is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law. We are committed to creating an inclusive environment for all employees and encourage individuals of all backgrounds to apply. REASONABLE ACCOMMODATION Tombot is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need assistance or accommodation due to a disability during the application or interview process, please inform our hiring team. Employment with Tombot is at-will, meaning that either the employee or Tombot may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this role. Responsibilities may change based on business needs.

Responsibilities

Build and lead the post-sale customer experience function for both B2C and B2B channels, establishing scalable processes and technical support workflows. The role involves overseeing the RMA process and creating feedback loops to improve product quality and customer satisfaction.