VP, Customer Care & Support

✨ What you’ll be working on

Babylist is hiring a VP of Customer Care & Support to lead its customer support organization across multiple products and services.

This is a senior executive role with ownership of the bigger picture: how support is structured, how teams operate, what customer-facing policies look like, and where AI and human support should work together.

You’ll lead an organization of 100+ people, including internal and outsourced teams, while helping shape how Babylist delivers customer care as the business continues to grow.

What You’ll Do

• Set the overall strategy and operating model for customer care and support across Babylist.
• Build the right team structure, staffing approach, and processes to support long-term growth.
• Lead and develop senior support leaders and their teams.
• Shape how AI and human support agents work together, using automation where it makes sense while keeping people focused on higher-value customer interactions.
• Own and improve customer-facing support policies, channels, and service levels.
• Use customer data, industry benchmarks, and business needs to recommend meaningful changes.
• Work with Commercial, Finance, Supply Chain, Marketing, Engineering, and Operations teams.
• Partner closely with teams responsible for support tools and AI systems.
• Represent the customer perspective in important company-wide decisions.
• Help keep Babylist’s voice consistent across support and social channels.
• Continuously evaluate how the support organization should evolve as new products and customer needs emerge.

What They’re Looking For

This role is built for an experienced customer support leader who has already managed a large and complex support organization.

You should have:

• VP-level experience owning an entire customer support or customer care function.
• Experience leading support for a complex, multi-product consumer business, ideally at a modern technology company.
• A track record of building, restructuring, or scaling customer support organizations.
• Experience managing people leaders, not only individual contributors.
• Strong knowledge of modern customer support platforms, tools, automation, and AI.
• Experience balancing customer experience with the economics of running a large support organization.
• The ability to use data and business outcomes to decide where to invest and where to improve efficiency.
• Experience shaping customer-facing policies rather than simply implementing existing ones.
• Confidence working with executive leaders and cross-functional stakeholders.
• Experience managing complex SLAs, support channels, and customer queues across different products or services.
• A practical understanding of how AI can improve support operations and customer experiences.

Experience in consumer health, regulated industries, or privacy-focused customer environments is a plus.

Salary & Compensation

The starting salary range for this position is $244,352 to $293,239, depending on location, experience, and qualifications.

The compensation package also includes:

• 35% annual bonus
• Competitive equity

Compensation may grow over time based on performance, role development, and internal pay equity.

Benefits

Babylist offers a broad benefits package that includes:

• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching
• Flexible spending accounts
• Generous paid parental leave
• Paid time off
• A company-wide paid week off at the end of the year
• Remote work stipend for your home office
• Physical, mental, and emotional wellness benefits
• Parenting and childcare support
• Financial planning resources

Remote Work at Babylist

Babylist operates as a remote-first company, with team members working across the United States and Canada.

Teams also come together in person twice a year to build stronger working relationships and collaborate face-to-face.

A Little About Babylist

Babylist is a platform built for expecting and new families, offering everything from its universal baby registry and online shop to health, financial, and parenting-related services.

More than 10 million people shop with Babylist each year. As the company expands across different products and customer experiences, this role will help shape how its customer care organization grows alongside the business.