Job Title

At Tuft & Paw, being obsessed with cats isnt a quirk its who we are. And that obsession extends to how we build relationships with the people who love our products. We spend our days thinking about loafs, zoomies, and the tiny details that make life better for cats (and the people who love them). If you bring that energy to everything you do, youll fit right in. Were growing fast and looking for visionary leaders who want to turn cat obsession into meaningful, scalable impact. Our style is entrepreneurial and dynamic every role comes with big autonomy, real responsibility, and the chance to shape how the company grows. About the Role Were looking for a Director of Care & Community to lead the most customer-facing functions in our company. This is a strategic leadership role based remotely across Canada, reporting to our VP of Growth. Youll own the vision, strategy, and execution of how we show up for customers across every touchpoint. Youll manage both our Support Team Lead and Digital Community Manager, align their work across channels, and elevate the entire function from reactive support to proactive customer experience. This role sits at a critical intersection: youre the voice of the customer inside the company, the steward of our brand voice and values in customer-facing spaces, and the architect of a customer-obsessed culture that scales. What Youll be Doing - Responsibilities & Duties Develop a Care & Community strategy that elevates our customer relationships from transactional support to meaningful experience Align Support and Community efforts across existing and new channels (email, live chat, SMS, phone, social, reviews, Q&A) with a consistent brand voice, SLAs Stay ahead of trends in community management, customer experience, and how DTC brands build loyalty Collect & categorize feedback to generate quarterly insights reports that surface patterns, pain points, opportunities, and moments of delight Track sentiment, engagement patterns, and customer satisfaction metrics to identify trends before they become crises Create community-building initiatives that foster connection between Tuft & Paw and our cat parents Create systems, processes, and documentation that allow your team to operate autonomously and resolve customer inquiries quickly What Were Looking For - Must-Haves 8-10 years of experience in customer experience, customer support, community management, or related leadership roles Proven track record building and scaling customer-facing functions (support, community, customer success, etc.) Experience managing and developing teams (ideally managing managers) Deep understanding of DTC/ecommerce customer experience and how to build loyalty at scale Experience across multiple customer channels (social, email, live chat, phone, reviews, etc.) Strategic thinker who can balance big-picture vision with day-to-day operational excellence Nice-to-Haves Experience building a Customer Experience program from scratch Background in cat products, pet industry, or mission-driven brands Experience with customer analytics, data visualization, or insight generation Track record building community (online or offline) that drives loyalty and advocacy Subscription/SaaS experience Experience with support platforms (Zendesk, Richpanel, Gorgias) and community tools Experience with AI/automation in customer-facing functions