Director Customer Experience
Location: Remote / Vancouver
Our preference is to hire in Vancouver; however, we welcome and will consider applicants from across Canada.
Company: Goli Nutrition
We Are Not Looking For A Typical “Customer Support Manager”
We are looking for someone who wants to build one of the best customer experience operations in the consumer industry.
This is not a role for someone who wants a comfortable job.
This is a role for someone who wants to own a mission and win.
Our brands are scaling fast, and with that growth comes massive volume, pressure, and opportunity.
We receive thousands of customer messages every day, and every single one of them is an opportunity to create a raving fan.
Your job is simple:
Make every customer interaction exceptional.
At scale.
Every day.
What You Are Signing Up For
You will be responsible for building and operating a high-performance customer experience engine that can handle 15,000+ tickets per day without compromising quality.
That means:
• Emails
• Social media messages
• Customer inquiries
• Shipping issues
• Product questions
• Public comments
Everything.
Customers expect fast answers. We deliver them.
Our goal is to respond to every ticket within 2 hours.
If that sounds intense, that’s because it is.
The Standard
We don’t believe customer support should feel like support.
It should feel like hospitality.
Every interaction should leave the customer feeling:
• Heard
• Appreciated
• Taken care of
Our goal is to turn customers into raving fans who tell their friends about us.
What You Will Own
You will take full ownership of the entire customer experience system, including:
Response Speed
Maintain response times of under 2 hours.
Quality
Ensure responses are thoughtful, helpful, and on-brand.
Scale
Build systems that can handle extreme growth and ticket volume.
Accountability
Own the outcome of every customer experience interaction.
No excuses.
What This Role Requires
This role requires someone who is:
Relentlessly accountable.
If something goes wrong, you own it.
Operationally sharp.
You can build systems that make teams faster.
Extremely fast on the keyboard.
Speed matters.
Calm under pressure.
High ticket volume doesn’t stress you — it motivates you.
Solution-oriented.
You identify problems and solve them.
Obsessed with customers.
You believe the customer experience is everything.
What Winning Looks Like
When you succeed in this role:
• Customers rave about our support
• Response times stay under 2 hours
• Customer satisfaction becomes a competitive advantage
• Problems are surfaced early and solved quickly
• Our brand becomes known for legendary customer experience
This Role Is Not For Everyone
If you need constant direction, this role is not for you.
If you prefer a slow, predictable work environment, this role is not for you.
If you’re comfortable owning outcomes and working hard to deliver them, you’ll thrive here.
The Opportunity
If you succeed here, you will build a world-class customer experience organization inside one of the fastest-growing consumer brands.
You will have the chance to create a system that scales to millions of customers while maintaining a personal touch.
That’s not easy.
But it’s incredibly rewarding.