Rebrandly
Rebrandly is a leading link management platform that empowers users to transform every link into a powerful, branded connection. As the #1 platform for branded short links, Rebrandly offers essential tools to scale brands, businesses, data, and systems through reliable link management solutions. The company provides in-depth click data analysis to enhance link performance and elevate user experience. Committed to security and compliance, Rebrandly is SOC 2 Type II certified, and GDPR, HIPAA, and CCPA compliant. Millions of users trust Rebrandly's infrastructure for enhancing their digital presence and conversions.
Branded links • Online Branding • Brand • URL Shortener • Link Management
Director of Customer Experience
February 28
Rebrandly
Rebrandly is a leading link management platform that empowers users to transform every link into a powerful, branded connection. As the #1 platform for branded short links, Rebrandly offers essential tools to scale brands, businesses, data, and systems through reliable link management solutions. The company provides in-depth click data analysis to enhance link performance and elevate user experience. Committed to security and compliance, Rebrandly is SOC 2 Type II certified, and GDPR, HIPAA, and CCPA compliant. Millions of users trust Rebrandly's infrastructure for enhancing their digital presence and conversions.
Branded links • Online Branding • Brand • URL Shortener • Link Management
📋 Description
• Architect and execute Rebrandly's customer experience strategy balancing technical solutions with human touch • Establish and maintain effective support processes and tools including AI chatbots and community platforms • Create scalable support model combining self-service resources with high-quality human support • Determine when automation enhances customer journey versus when human intervention adds value • Establish effective feedback loops to drive continuous improvements for customer satisfaction • Define and implement customer support processes and documentation aligned with product strategy • Develop vendor management strategies for remote teams with clear KPIs • Design and implement AI solutions enhancing customer self-service capabilities • Analyze support metrics to identify recurring technical issues and measure impact
🎯 Requirements
• 10 years of experience in technical support, customer experience, or product operations roles in PLG SaaS companies • Technical background, ideally with solutions engineering, technical product management, or customer success experience • Proven track record of improving both technical support efficiency and quality of customer interactions • Experience with vendor management in remote environments, observing and managing through KPIs and metrics • Proven expertise in designing and managing insourced and outsourced customer support models globally • Experience implementing and managing support platforms and tools (Zendesk, Intercom, etc.) experience with AI chatbots, knowledge bases, and community platforms • A customer-centric approach that balances technology with human connection • Data analysis skills to identify trends and prioritize support initiatives • Strong troubleshooting and problem-solving skills for complex technical issues • Excellence in cross-functional collaboration and communication • Bachelor's degree in Business, Information Systems, or related field
🏖️ Benefits
• Opportunity to make a significant impact in a high-growth SaaS company • Autonomy to implement and own growth initiatives • Competitive compensation package • Professional development opportunities • Collaborative, innovative work environment
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