Customer Experience Director

Location: Ottawa, Ontario Reports to: CEO About Rebel Rebel has been helping people claim their corner of the internet since 1999.

We’re on the cusp of a major rebuild; modern stack, cleaner UX, security by default and we’re honest about the rough edges we need to fix.

If you’d rather ship than sit in meetings; if untangling gnarly systems, simplifying renewals, and making customers smile sounds like a good day’s work, you’ll like it here.

This isn’t a beige enterprise treadmill.

It’s a hands-on, high-leverage role to help turn a trusted 25-year brand into the internet’s most human, competitive registrar.

About the Role The Director, Customer Experience (CX) Operations sets the CX vision and brings it to life—translating our brand promise and strategy into a clear, end-to-end experience for customers.

Beyond efficiency and automation, this role defines what kind of experience we’re building and how it shows up across every touchpoint.

You’ll lead and optimize CX strategy, ensure seamless service delivery, and drive operational excellence.

You’ll also oversee support operations, AI-powered assistance, and omnichannel engagement—aligning initiatives with business goals and the brand we stand for.

The ideal candidate is a data-driven leader who can scale operations, deepen digital support capabilities, and measurably lift customer satisfaction while keeping the experience unmistakably “us.” Key Responsibilities Strategic Leadership As part of the leadership team, you’ll work with senior leaders to craft the CX vision and design the experience we aim to deliver.

Lead CX operations and develop strategies that improve engagement, satisfaction, and retention.

Scale support through AI, automation, and process improvements.

Monitor performance against KPIs to meet service and business goals.

Partner with Product, Engineering, Marketing, and Support leadership to align strategy.

Process & Operational Improvement Review end-to-end customer journeys, identify friction points and document the “right way” to handle both common and exception cases Overhaul Zendesk so it’s more than a ticket bucket.

Standardize how requests come in, improve routing and priorities, and set clear rules so important issues don’t get lost.

Standardize how we talk to customers.

Implement our brand TOV while ensuring simple, plain language that explains technical issues without jargon.

Knowledge Base Build and drive the process and roadmap to establish the knowledge base as the single source of truth, with clear ownership and regular review cycles.

Hold the team accountable for keeping content accurate, expanding, and useful for both agents and customers.

Position the knowledge base as the foundation for self-service and AI-driven support.

Technology, Innovation & AI Automation Oversee the safe rollout of AI-driven support tools and automation.

Ensure AI relies only on trusted, up-to-date KB content, with human fallback.

Continuously improve automation to reduce rework and scale support.

Define the roadmap for digital self-service and in-product help.

Evaluate and implement new CX technologies.

Governance & Enablement Define and manage Service Level Objectives (SLOs) across tiers and issues.

Put in place governance linking KB, AI, and automation to ensure safety and consistency.

Standardize customer communication policies and escalation practices.

Track CX performance frameworks (SLOs, bug freshness, refund rates, self-serve adoption).

Insights & Improvement Use data and customer insights to guide strategy and investments.

Provide executive-level reporting on CX health and efficiency gains.

Build feedback loops that shape product roadmaps and customer journeys.

Qualifications 8+ years in CX, support operations, or transformation leadership Post-secondary education in Business, Communications, Information Systems, Computer Science, or Service Design/Design Thinking.

Other relevant fields will also be considered.

Proven record in scaling operations and leading digital change.

Experience with help desk platforms (Zendesk preferred) and automation tools.

Strong analytical, strategic, and executive communication skills.

Preferred Experience in tech-driven CX environments (SaaS, hosting, or digital platforms).

Experience or familiarity with; Domain names, DNS settings, web hosting environments (Plesk, FTP, SSL, etc.), website troubleshooting (e.g., browser issues, CMS platforms like WordPress) , email configuration and support.

Familiarity with enterprise/tiered support models and monetized services.

Background in governance, compliance, or risk management within CX.

What We Offer Opportunity to shape the future of a proudly Canadian brand in a competitive global industry.

Autonomy and ownership to build strategies from the ground up.

A collaborative, supportive, and entrepreneurial culture.

Competitive salary and benefits.

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