100% fashion Staff with care

Director of Customer Support

New York, New York 10019

Post Date: 03/26/2018 Job ID: 93874 Job Category: Customer Service

Company: Fast growing beauty subscription service

Title: Director of Customer Support

Location: New York, New York

Responsibilites:

  • 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.

Requirements:

  • 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

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