At Because, our mission is to empower older adults to lead independent and fulfilling lives. We started in 2017 with a simple goal – to make it easier for older adults and their families to access the products they need. Today, we are on our way to becoming the #1 trusted brand for older adults – a fast-growing and often overlooked user segment.

Our commitment to excellence has earned us recognition as an Inc. Best in Business 2022 honoree, Inc. Best Workplaces 2025 honoree, and our products have been featured in Forbes, CBS, and Fast Company. We’re also proud to be a Certified Great Place to Work, reflecting our dedication not only to our customers but also to our team.

Since our founding, we have helped over 450,000 customers get the products they need to live at their best. Because products can be found online at BecauseMarket.com, Target.com, Amazon, CVS, and Walmart.

We’ve raised over $70M in funding from top VC firms, including Index Ventures and Khosla Ventures, and we are grateful for the support from our customers, partners, and investors.

Learn more about us at https://becausemarket.com/pages/careers.

Position Summary

Because Market is on a mission to help older adults live vibrant, independent lives. As we scale, we’re evolving our customer support function — shifting from a purely agent‑driven model to a hybrid, AI‑augmented support engine. We seek a leader who combines deep contact center expertise with hands‑on experience driving AI/automation initiatives at scale in e‑commerce or consumer‑facing businesses.

Why this Role Matters

Because Market sits at the intersection of technology and humanity. We’re building one of the first AI-augmented customer experience engines purpose-built for older adults — combining empathy, scale, and innovation. This role is a rare opportunity to architect a model others will emulate: where automation elevates, not replaces, the human touch.

Position Responsibilities

Strategic Leadership & Vision

Define and lead the transformation roadmap from traditional contact center to AI‑powered, hybrid customer support.
Articulate and champion a strategic vision for how AI and automation can deliver not just cost efficiency, but a differentiated, personalized support experience, especially for the 65+ demographic.
Serve as a strategic partner to the executive team, ensuring support strategy aligns with overall business objectives and growth plans.

Operational Partnership & Oversight

Manage day‑to‑day relationships with third‑party contact center partners, but increasingly lead them toward co‑operating in AI/automation initiatives, shared tooling, and innovation pilots.
Establish clear service quality SLAs, KPIs (e.g. containment rate, automation deflection, FCR, CSAT), and continuously refine them as we adopt more AI capabilities.
Oversee forecasting, capacity planning, and resource management, now accounting for human + AI workloads, escalation paths, and hybrid load balancing.

AI / Automation & Technology Ownership

Drive evaluation, selection, and deployment of AI/automation tools (e.g. conversational AI, conversational assistants, smart triage engines, generative AI responses, agent assist tools, self‑service bots).
Own the integration of these tools into the support ecosystem (CRM, knowledge base, ticketing systems, analytics) and ensure seamless handoffs between bot and human.
Architect performance monitoring, feedback, and iterative improvement loops (e.g. A/B testing bots, tuning NLU models, continuous training).
Lead experimentation and innovation: POCs, pilot programs, scaling successful pilots to production.

Team Leadership, Culture & Change Management

Mentor and lead a cross-disciplinary team (operations, automation engineers, AI trainers, data analysts) to support hybrid support operations.
Foster a culture of data‑driven experimentation, continuous improvement, and tech adoption across support teams.
Ensure training, enablement, and change management for human agents as workflows shift to AI-assisted roles.

Voice of the Customer & Cross-Functional Influence

Capture, analyze, and synthesize voice-of-customer signals from human and AI interactions, then influence product, UX, operations, and merchandising teams to reduce friction, drive automation, and improve satisfaction.
Be a strong advocate of customer needs — understanding where AI is succeeding and where human empathy must remain.
Partner with engineering, data science, product, and design teams to provide domain expertise and operational insight into AI support systems.

Continuous Improvement & Scaling

Lead process optimization, root cause analysis, and system redesign to increase automation deflection, reduce cost per contact, and uphold quality standards.
Co‑lead vendor/software contract negotiations (AI platform providers, bot vendors, LLM services) and hold parties accountable to agreed-upon SLAs and performance metrics.
Anticipate emerging technology trends (LLMs, agentic AI, multimodal support) and evaluate their relevance and timing for piloting.

Position Qualifications

7+ years in contact center/customer support leadership, ideally in high-volume or e-commerce environments.
Proven track record in leading transformation initiatives: introducing automation, bots, or AI in a production support environment.
Experience in deploying conversational AI, chatbots, agent assist or similar tools (e.g. conversational platforms, NLU models, RPA) in consumer support.
Strong technical acumen — ability to evaluate AI/ML technologies, understand data pipelines, measurement frameworks, and model performance tradeoffs.
Experience managing both remote and outsourced teams.
Excellent communicator and influencer — able to engage executive stakeholders, technology partners, and cross-functional teams.
Data-driven mindset — comfortable designing metrics, dashboards, and experimentation frameworks.
Change champion — ability to lead through ambiguity, manage resistance, and scale new workflows.
Deep empathy for customers, particularly older adults, and a passion for delivering delightful, accessible support experiences.

Nice to Have

Familiarity with contact center systems (e.g. Genesys, Nice, AWS Connect), CRM platforms (e.g. Zendesk, Gladly, Salesforce Service Cloud) plus experience integrating AI tools with them.
Experience with specific automation / conversational AI platforms (e.g. Replicant, Ada, Intercom, Microsoft Bot Framework, custom LLM-based solutions).
Hands-on in AI model training, prompt engineering, or conversational design.
Experience in e-commerce or consumer brands, particularly subscription or direct-to-consumer models.
Advanced degree in AI, data science, or related field (or equivalent experience).

Benefits

Comprehensive healthcare, including medical, dental, and vision
401K with a 4% match
Flexible PTO
Remote-first company
Company-paid life insurance
Paid parental leave
Annual company-wide gathering to see your colleagues in person!

The reasonably expected pay for this position is $130,000 - $160,000 for the level-scope. Our salary bands are structured based on a combination of geographic tiers and internal leveling. Compensation is determined by multiple factors assessed during the interview process, with the final offer reflecting these considerations.

Because is an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, or any other characteristic prohibited by federal, state, and/or local laws.

Note on AI Use

At Because, we love innovation and embrace AI in our work. However, candidates may not use AI tools during the interview process. Doing so will result in disqualification, as we want to see your authentic skills and communication style.

Apply now

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