Customer Support Director Jobs

THE TEAM
The School of Traditional Skills is an online education-based company that focuses on teaching and equipping people with the skills needed to live a healthy sustainable life. We do this by creating useful and engaging content that helps individuals develop the necessary skills to achieve this goal. We also strive to continue to grow and develop ourselves so that we are able to produce the best content for our customers, engaging them in meaningful and purposeful ways.
JOB BRIEF
The Customer Service Director will lead our customer support team and ensure a high-quality customer experience. As the Customer Support Director, you will be responsible for managing and developing both our customer service and community support teams. These teams are responsible for resolving customer inquiries, and providing support, while also building and engaging with our community.
The ideal candidate has extensive experience in managing customer service teams, a deep understanding of e-learning platforms and technologies, and a proven track record of delivering high-quality customer experiences.
Key Responsibilities

• Lead and manage the customer service and community support teams to ensure the highest level of customer satisfaction and community engagement.
• Develop and implement customer service and community engagement strategies, policies, and procedures.
• Stay up-to-date with industry trends, best practices, and emerging technologies in e-learning customer service and community engagement.
• Provide coaching, training, and feedback to customer service representatives and the community support team to improve their performance and enhance their skills.
• Manage and resolve escalated customer issues, ensuring timely resolution and customer satisfaction.
• Develop and maintain customer service and community engagement-related documentation and processes.
• Monitor and analyze customer service and community support performance metrics to identify areas for improvement and make data-driven decisions.
• Collaborate with other departments, including product, marketing, and sales, to ensure a seamless customer experience and community engagement.

Requirements
SKILLS AND QUALIFICATIONS

• Passion for providing exceptional customer experiences and building and engaging with online communities.
• Strong leadership skills.
• Demonstrated ability to develop and implement customer service and community engagement strategies and initiatives.
• Experience with HelpScout.
• Exceptional organizational skills including structuring data and managing details.
• 5+ years of experience in customer service management, preferably in an e-learning or technology company.
• Familiarity and passion for the Homesteading and Traditional Skills content we produce.
• Experience with customer service technologies and tools, such as ticketing systems and knowledge bases.
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
• Proficiency with virtual meeting and collaboration software and tools.
• Ability to adapt and respond to changing requirements and emerging opportunities.
• Familiarity with e-learning platforms, learning management systems, and related technologies.
• Ability to collaborate with co-located and remote team members and clients.
• Exceptional, empathetic, and approachable written and verbal communication skills.
• Experience in developing a team of employees and vendors.
• Experience with Google products. (Gmail, Google Docs, Google Drive, etc.)

Benefits
Competitive compensation, with annual reviews and merit increases.
10 PTO Days paid vacation (plus another week during Winter Break).
Company-sponsored Training and Development program
Remote-First Opportunity
Paid Holidays Holiday Calendar + Flex Remote Work Initiative