Director of Customer Support
344 4444 New York, New York 10019
Company: Fast growing beauty subscription service
Title: Director of Customer Support
Location: New York, New York
- Leverage Customer Service experience to manage all areas of a rapidly growing team. These areas include: technology, organization structure, hiring road map, process improvement, performance management, training and QA, budget management.
- Lead and collaborate with teams focused on Ops, Retention and Product Development.
- Be a supporter of our values, culture and brand. This person will set help set the tone of what it means to be obsessed with our team and our customers.
- 10+ years of experience working as a senior leader for customer-centric organizations
- Experience building and scaling customer support departments with local and remote agents
- Deep understanding of traditional and cutting edge support channels - phone, email, text message, Facebook messenger, video conferencing, social media, chat, etc.
- A proven ability to build customer-centric strategies and see through execution
- Experience managing departments with 150+ employees, building out reporting hierarchies and accountability across large and small teams
- The ability to coordinate with various functional teams to drive steady improvements and changes to our customer’s experience
- Superior ability to understand and analyze large arrays of data, draw conclusions and turn them into actionable items
- Comfortable with taking a “hands on” approach to all areas of CS
- Accessible to all and eager to solicit feedback from internal and external customers with an understanding how it can be utilized to improve team members and customer experience
- Must love helping and serving customers