---
title: 'Senior Director, Customer Service at wyzecam.com'
canonical: 'https://feeny.ai/job/senior-director-customer-service-wyzecam-com-kirkland-de3aymyn60as'
type: 'job'
last_seen: '2026-09-05'
---

# Senior Director, Customer Service at wyzecam.com

- **Company:** wyzecam.com
- **Location:** Kirkland, WA
- **Compensation:** $157k–$235k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-22
- **Last confirmed live:** 2026-09-05
- **Apply:** https://jobs.gem.com/wyzecam-com/am9icG9zdDrXCT9SXmwDShjV2AnJFCeD

## Job description

The Opportunity We're hiring a Senior Director, Customer Service who will own Wyze’s customer support strategy and operations — globally. You’ll run the teams and systems that define how customers experience Wyze when something goes wrong, and you’ll be the driving force in preventing those moments from happening in the first place.

In this role, you’ll partner closely with Product, Engineering, Marketing, Security, Legal, and Operations to ensure we ship changes customers can actually navigate — and that support teams are ready before anything goes live. You’ll also oversee outsourced vendor operations in the Eastern US and the Philippines, holding them to Wyze’s standards for quality and consistency.

## What You'll Do

- Own the global customer service strategy, operating model, and execution — from support systems and tooling to community and social channels.
- Reduce avoidable support volume by identifying root causes of friction, then partnering cross-functionally to fix them upstream.
- Lead the evaluation and adoption of AI tools — including chatbots, agent-assist, and automated deflection — to reduce cost-to-serve and handle routine contact volume without sacrificing customer experience.
- Build a clear-eyed view of where AI adds value vs. where human judgment is essential, and design support workflows accordingly.
- Lead readiness for every major launch, migration, or service change — ensuring agents have the right training, messaging, workflows, and escalation paths before customers are affected.
- Drive self-service success rates and reduce ticket volume across onboarding, account recovery, 2FA, and other high-volume journeys.
- Maintain operational integrity of support systems — including bot routing, escalation paths, workflow monitoring, and follow-through when failures surface.
- Oversee outsourced support vendors in the Eastern US and the Philippines, ensuring quality, calibration, and tight integration with internal teams.
- Represent customer support in cross-functional planning and business reviews, translating contact patterns and pain points into product and process improvements.
- Connect support work to business outcomes: retention, revenue, product adoption, and customer trust.

## What You Bring

- At scale experience in customer support, customer experience, or service operations
- A track record of driving cross-functional initiatives that span support, product, operations, and customer communication.
- A deep data-forward approach — you've stood up the dashboards, defined the metrics that actually matter, and built the cross-functional habit of turning contact data into product and process decisions, not just reporting on it after the fact.
- Hands-on experience deploying AI or automation in a support environment — chatbots, LLM-powered agent assist, deflection tooling, or similar — with demonstrable impact on cost and volume.
- Strong operational judgment — you improve processes, systems, and quality without needing every answer handed to you.
- Experience managing both internal teams and outsourced vendor environments.
- The ability to translate customer pain into concrete improvements across tooling, messaging, and product experience.
- Excellent written and verbal communication skills, especially in high-stakes or customer-impacting situations.
- Experience building agent readiness and launch preparedness programs for product or service changes.

What Success Looks Like

- Customers get faster, clearer answers — consistently, across every channel.
- AI and automation are meaningfully reducing contact volume and cost-to-serve, with measurable results.
- Customer data actively shapes decisions, not just describes problems.
- Avoidable support demand drops through better product flows and self-service.
- Teams are fully prepared before any product launch or customer-impacting change.
- Vendor teams operate to Wyze standards and integrate tightly with internal workflows.
- Customer Service is seen as a strategic driver of satisfaction and business performance.

Candidates must currently reside in the US to be considered.

## About wyzecam.com

## Company Overview
- **One-liner**: Wyze makes affordable smart home security cameras and devices, aiming to democratize access to smart home technology.
- **Entity Type**: Private (Series B, $155M total funding)
- **Headquarters**: Kirkland, Washington, United States
- **Founded**: 2017
- **Founders**: Yun Zhang, Dongsheng Song, Dave Crosby, Elana Fishman

## Core Business
- Primary industry: Smart Home Technology / Consumer Electronics
- Target customers: B2C (homeowners, renters, small businesses)
- Mission statement: "Be Friends With Users" — to make great technology accessible to everyone through an affordable smart home platform.

## Products & Services
- **Wyze Cam (various models)**: Indoor/outdoor security cameras with HD video, night vision, motion alerts, and AI features (e.g., Solar Cam Pan 2K, Window Cam, Duo Cam Pan). Type: Hardware + SaaS.
- **Video Doorbell**: Battery-powered doorbell camera with color night vision and microSD storage. Type: Hardware.
- **Wyze Lock Bolt v2**: Smart lock with fingerprint recognition, BHMA Grade 2 security, and 8-month battery life. Type: Hardware.
- **Wyze Home Monitoring**: 24/7 professional home security monitoring system. Type: Service.
- **Wyze BodyScan**: AI-powered health/body analysis device. Type: Hardware + AI.
- **Wyze App**: Central app for device control, livestreams, and AI chat agent. Type: Mobile App / Platform.

## Market Standing
- **Valuation**: Not publicly disclosed (last Series B in 2021)
- **Key Metric**: Annual Revenue ~$61.1M (latest estimate); Total Funding $155M
- **Notable Investors/Partners**: Norwest Venture Partners (lead investor in Series A), Marcy Venture Partners (lead in Series B), and others.
- **Growth Signals**: Trusted by over 12 million households; named one of *Time* magazine’s most influential companies of 2022; 152 employees (+12.9% YoY); strong talent pipeline from Amazon, Microsoft, and Google.

## Competitive Advantages
- **Radical affordability**: Products priced dramatically below competitors (e.g., first camera launched at $19.99 vs. ~$200 for comparable brands).
- **Customer-centric philosophy**: "Be Friends With Users" drives product development, pricing, and support transparency.
- **Integrated AI**: In-house AI for person tracking, smart alerts, and health analysis, differentiating from basic camera vendors.
- **Large installed base**: Over 12 million households create a strong ecosystem lock-in and data advantage for AI improvements.

## Strategic Focus
- **Expanding the smart home ecosystem**: Adding new product categories (e.g., BodyScan, smart locks, home monitoring) to deepen customer relationships.
- **AI and subscription growth**: Pushing AI-powered features and subscription services (e.g., Home Monitoring, Cam Plus) for recurring revenue.
- **International expansion**: Growing presence beyond the US (offices in China, Canada, Philippines, Switzerland).
- **Product innovation**: Continuing to launch "too good to be true" products that disrupt price/performance norms.

## Why Work Here
- **Culture**: Described as rooted in relationships, transparency, and authenticity. Co-founders came from Amazon and brought customer-obsession principles. Voted one of the best places to work in Seattle.
- **Perks**: 100% paid employee premiums for benefits (family coverage partially covered); 24 days of PTO; 12 holidays (8 set + 4 floating); free product selection for new hires; employee discounts.
- **Work Environment**: Hybrid/office presence in Kirkland, WA (multiple offices in the area). Global team across 6 countries.
- **Engineering Culture**: Strong technical team (45% of staff in technical roles). Emphasis on AI, cloud platform, and hardware-software integration. Notable alumni from Amazon, Microsoft, Google.
- **Growth**: 12.9% YoY headcount growth with active hiring in product management, software engineering, supply chain, and finance.
- **Considerations**: Employer rating is 2.9/5 (80 reviews) with lower scores for work-life balance (2.5) and compensation (2.5) — may indicate high pressure or below-market pay relative to Big Tech.

## Sources
1. [wyze.com - Careers](https://www.wyze.com/pages/careers)
2. [linkedin.com/company/wyzelabs](https://linkedin.com/company/wyzelabs)
3. [wyze.com - Official Site](https://www.wyze.com/)
4. [global.wyze.com - About Wyze](https://global.wyze.com/en-co/pages/about-wyze)
5. [cbinsights.com - Wyze Labs](https://www.cbinsights.com/company/wyze-labs)

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