The Company:

Rebrandly has been recognized as one of the leading software companies globally by G2. The company's branded link-management platform ensures that links are safe, secure, and engaging for individuals, agencies, businesses, and developers, driving optimal performance. Rebrandly follows a product-led growth (PLG) model, where the product plays a central role in user acquisition, retention, and revenue expansion.

With a diverse and global team spanning the US, Ireland, Italy, Germany, and Spain, Rebrandly caters to tens of thousands of customers in over 30 countries. Established in Italy in 2015, Rebrandly has operated as a remote-first company since its inception. Headquartered in the US, with offices in Rome, Rebrandly serves millions of users and global brands worldwide, including Versace, Toyota, PayPal, and Zillow. For more information, please visit www.rebrandly.com.

Purpose:

As the Director of Customer Experience reporting to the Chief Product Officer, you will architect and execute Rebrandly's customer experience strategy that balances technical solutions with the human touch. You will establish and maintain effective support processes and tools—from AI chatbots and knowledge bases to community platforms and multi-channel review monitoring—while ensuring meaningful human interactions remain at the core of our customer experience. Your role will unite product experience, technical support infrastructure, and personalized customer care to maximize user satisfaction and product adoption.

You will be responsible for creating a scalable support model that strategically combines self-service resources with high-quality human support across our customer profiles - from creators using our free offering to teams at large companies. You'll determine when automation enhances the customer journey and when human intervention creates the most value. Understanding product-led growth (PLG) best practices, support technology, and customer psychology will be crucial in designing personal and responsive experiences. By establishing effective feedback loops between customers, support teams, and product teams, you will help drive continuous improvements that increase customer satisfaction and retention. This is a fully remote position in Europe.

About You:

You have a technical and process background with experience optimizing customer support platforms and tools in PLG companies while maintaining a deep appreciation for the human elements of customer service. You excel at implementing the right balance of AI-powered solutions, community platforms, and direct human support that enhances the customer journey. Your approach combines technical acumen with empathy and customer psychology, enabling you to evaluate technology solutions and determine when to automate and when to provide the human touch across our web platform, mobile apps, browser extensions, and integrations. You have strong product knowledge and can effectively translate customer insights into actionable product improvements. With both technical understanding and people skills, you serve as the bridge between customers, support teams, and product development to drive product-led growth.

What You'll Do:Technical Support Strategy:

• Define and implement the customer support processes, documentation, and knowledge base aligned with Rebrandly's product strategy
• Establish a comprehensive support framework across all product touchpoints—web, mobile, extensions, and integrations
• Define and track key performance metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), response times, and resolution rates to ensure continuous improvement
• Design and manage both insourced and outsourced customer support models globally
• Develop effective vendor management strategies for remote teams with clear KPIs and performance goals

Human-Centered Support:

• Develop a support strategy that identifies when human interaction creates the most value for customers
• Design customer journey maps that integrate automated solutions with meaningful human touchpoints
• Create training programs that enhance the support team's empathy, communication, and problem-solving skills
• Establish metrics that measure both efficiency and the quality of human interactions

Self-Service & Automation:

• Design and implement AI chatbot solutions that enhance customer self-service capabilities
• Create, maintain and improve technical documentation and troubleshooting guides for common issues
• Build and optimize customer community platforms that foster peer-to-peer support
• Implement review monitoring across app stores, extension marketplaces, and integration platforms
• Ensure automated systems know when to escalate to human support for complex issues or high-value customers

Support Tools & Systems:

• Evaluate, select, and implement support platforms and tools (ticketing systems, knowledge bases, etc.)
• Work with engineering teams to ensure proper integration of support tools with product infrastructure
• Establish processes for efficiently escalating and resolving complex technical issues
• Create workflows that enhance support team efficiency and improve customer experience

Data-Driven Support:

• Analyze support metrics to identify recurring technical issues and customer pain points
• Create dashboards that highlight customer experience trends across platforms
• Use data analysis to prioritize support initiatives and measure their impact

Technical Team Development:

• Provide technical guidance and mentoring to support team members
• Develop training programs to enhance both technical capabilities and customer service skills
• Establish best practices for troubleshooting and resolving complex product issues
• Foster a culture that values both technical excellence and human connection

Cross-Functional Integration:

• Collaborate with product and engineering to improve product stability and usability based on support insights
• Partner with Product teams to ensure supportability is designed into new features
• Represent the voice of the customer in product planning and development
• Establish product feedback loops between support activities and product development

We'd Love To Hear From You If You Have:

• 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

It's An Added Plus If You Also Have:

• Experience with review monitoring systems across multiple digital channels - social, product reviews, NPS surveys, tickets, and chatbot requests
• Background in technical product management or solutions engineering
• Experience with support automation and AI implementation for customer service
• Familiarity with ITIL or similar support and service management frameworks
• Understanding of API functionality and integration requirements
• Experience with customer support for mobile apps and browser extensions
• Certifications in relevant support technologies or methodologies

What we offer:

• 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

Rebrandly provides its full-time employees with a competitive compensation package.

That's all to say: these job listings are approximations!

If you're a curious and passionate person, we want to hear from you.

Rebrandly is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.