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Customer Experience Director
3 weeks ago
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
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
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 OfferOpportunity 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.