Welcome to Centr – the home of strength.

Centr is a globally recognized performance fitness platform founded by Chris Hemsworth. Headquartered in Los Angeles, California, we are a passionate team of content creators, strategists, engineers, designers, marketers, and brand builders who help the strong get stronger, every day.

Role Overview

We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.

This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.

You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.

This is a build-and-transform role.  Your mandate is to design the system, team, and playbook for 2026 and beyond.

Key Responsibilities

1. Own the End-to-End Customer Support Strategy

• Design and execute a comprehensive CX strategy spanning:
• • Pre-purchase guidance for high-AOV fitness equipment
  • Post-purchase support (orders, delivery, setup, returns)
  • App subscription support (billing, access, content, experience)
  • Retail customer support in coordination with Technical Service, Sales and Warehouse teams
• Define clear support principles: when to automate, when to escalate, when to delight
• Establish clear SOPs, QA standards, and performance metrics

2. Gorgias Mastery & Automation Leadership

• Architect Gorgias as a central CX operating system
• Build and maintain:
• • Advanced rules, macros, tagging, and views
  • AI-driven triage, routing, and response suggestions
  • Self-service flows (order changes, returns, account fixes, FAQs)
• Drive ticket deflection and one-touch resolution without degrading experience
• Own integration strategy across Shopify, subscriptions, warehouse systems, and voice

3. Turn Support into a Revenue & Loyalty Engine

• Design and implement:
• • Save flows and intelligent cancel deflection
  • Upsell and cross-sell aligned with customer goals
  • Pre-purchase advisory workflows for big-ticket equipment
• Ensure support agents are credible fitness advisors, not script readers
• Develop SOPs for product setup support and escalation 
• Prove revenue impact via controlled experiments and reporting

4. Own CX Levers & Economics

• Full ownership of:
• • Refund policy and execution
  • Appeasement guidelines and budgets
  • Escalation thresholds and exception handling
• Balance customer trust with financial discipline
• Partner with Finance and Ops to model CX tradeoffs

5. Be the Voice of the Customer

• Create tight feedback loops into:
• • Product (app experience, bugs, friction)
  • E-commerce (delivery, setup, returns)
  • Marketing (expectation-setting, messaging gaps)
• Translate qualitative support insights into clear, actionable recommendations

Who You Are

• 8–12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
• Deep, hands-on expertise with Gorgias 
• Proven track record deploying automation, AI, and self-service at scale
• Comfortable owning CX tradeoffs and making judgment calls
• Fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
• Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
• Able to build systems and roll up sleeves to dive into tickets to understand root causes 
• Strong operator with high standards and low tolerance for chaos

Bonus Points

• Experience supporting high-AOV physical products
• Background in fitness, health, or performance coaching
• Experience integrating voice support into modern CX stacks

What Success Looks Like 

By the end of 2026, you will have:

• Achieved 65%+ of tickets resolved via one-touch or automation
• Improved CSAT by 30%+ while scaling volume materially year-over-year
• Reduced overall refund rate to ~8% without harming customer trust
• Built a scalable omni-channel support model across DTC, subscriptions, and retail
• Deployed Gorgias automations, AI workflows, and self-service flows as first-class infrastructure
• Demonstrated measurable revenue uplift via support-led upsell, cross-sell, and save initiatives
• Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops

Why This Role Matters

Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.