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Salary: USD 244,352 - 293,239 / annual
Babylist is seeking a VP of Customer Care & Support to lead the support organization end-to-end across multiple product lines. You will report directly to the CFO/COO and oversee two direct reports with a broader team of 100+ support agents and operations staff (mix of internal and outsourced). Your responsibilities include setting support strategy, defining the operating model, establishing policies and team structure, and shaping how AI and human agents work together to improve efficiency and customer experience.
Key responsibilities: Develop and execute support strategy across all Babylist products; build the operating model for AI-human collaboration, shifting agents from low-value to high-impact interactions; establish customer-facing policies, support channels, and SLAs; partner with fulfillment, operations engineering, and business operations teams on support tooling and AI systems; represent the customer voice in cross-functional forums; evolve org structure to support analytics and operations as the business grows.
You bring 10+ years of customer support leadership at complex, multi-product consumer businesses. You've operated at VP level with full P&L accountability, not just managing a piece of the function. You can articulate how you've evolved support organizations over time—what changed, what you rebuilt, and why. You're fluent in modern support tooling and AI, with strong opinions on industry direction and what great support looks like. You've built and led people leaders through multiple performance cycles and company changes. You think about support economics in ROI terms, balancing spending on experience improvements with efficiency gains. You're comfortable owning customer-facing policy, bringing benchmarks and data to drive alignment with commercial, supply chain, and finance stakeholders. Experience in consumer health or regulated, privacy-focused support environments is a plus. You thrive in environments with multiple consumer offerings and complex SLA/queue management. You naturally use AI to move faster and improve output, staying curious about emerging capabilities.
Babyllist is the leading platform for expecting and new families, with 10M+ annual shoppers. The company has expanded from a universal registry into a full ecosystem including Babylist Shop, Babylist Health, Babylist Money, physical showrooms, and branded content, generating $750M revenue in 2025. The company is reshaping the $235B kids and baby market. Babylist is remote-first with team members across the US and Canada, moving fast with AI as a core part of daily work. The company gathers twice yearly for in-person collaboration.
