Who you are

• Passionate advocate for exceptional customer experience—especially post-sale and support contexts
• 5+ years in customer service or care roles, 2+ years in senior leadership or Director role (preferably in tech/hardware or high-growth consumer environments)
• Hands-on strategic operator with deep experience scaling organizations, improving operational KPIs, and embedding continuous improvement
• Emotionally intelligent, versatile leader—able to zoom in to diagnose issues and zoom out to lead strategy
• Proven track record of developing and retaining high-performing people
• Competitive mindset, strong work ethic, and credibility—especially in fast-paced, mission-driven cultures
• Experience with tools like Salesforce, workflow automation, or similar platforms
• Startup or late-stage tech experience is strongly preferred. Passion for innovation and customer impact
• Background scaling contact center or support through rapid growth phases for complex customer journeys
• Experience leading diverse, inclusive teams and cultivating service-oriented culture
• Multilingual abilities or experience supporting an international customer base is a bonus
• Six Sigma certification or demonstrated experience applying Six Sigma methodologies

What the job involves

• You’ll own the vision and execution of our multichannel support organization (phone, chat, email, social), managing both strategy and customer service operations
• You’ll build scalable solutions, lead high-performance teams, and elevate the customer experience through continuous improvement and proactive problem-solving
• Strategic Leadership & Vision: Shape and execute the customer service strategy aligned with Tonal’s broad growth goals
• Operational Excellence: Define and monitor KPIs (e.g., CSAT, NPS, FCR, AHT). Drive automation, self-service, and meaningful performance gains
• Team & Culture Leadership: Inspire, coach, and scale a team of managers and agents—develop talent, nurture emotionally intelligent leadership, and establish a culture of excellence
• Customer Advocacy: Serve as an internal voice for the customer—escalating issues, influencing product, engineering, and cross-functional improvements
• Budget & Vendor Management: Own ~$3M budget. Optimize spend across headcount, tools, and vendors. Manage third-party providers to support overflow and scale. Ongoing contract management and future negotiations. Vendor selection going forward
• Technology & Systems: Partner on implementation and evolution of customer systems (Salesforce, learning management systems, chatbots, etc.) for efficiency and personalization

Benefits

• We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks
• Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more
• Your well-being is important to us. Take time off when you need it with flexible vacation days
• Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks
• At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events
• Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome
• From day one you’ll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work
• Treat yourself! When you’re part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal