Director, Client Care Jobs

About Zepp Clarity：

Zepp Clarity(https://clarity.zepp.com ), an innovative smart hearing solutions brand, is part of Zepp Health (NYSE: ZEPP), a health technology company. Guided by its mission to empower users to live their healthiest lives and the belief that hearing health is crucial to total wellness, Zepp Clarity delivers personalized, high-performance hearing systems accessible to all.

We are currently looking for an experienced Head of Customer Service to lead our Customer Service team to ensure that we provide excellent customer service and meet customer needs.

What you will do:

1. Design and implement customer experience processes, service policies, procedures, and standards to create the best experience, satisfaction, and loyalty for potential and current customers

2. Manage and lead the customer service team to ensure the group meets and exceeds customer satisfaction goals

3. Analyze customer feedback and complaints, formulate corresponding solutions and improvement measures

4. Regularly evaluate and report customer service performance, provide improvement suggestions and action plans

5. Work closely with sales, marketing, product, and technical teams to improve customer experience and service levels

6. Ensure customer service teams receive appropriate training and development to improve their skills and knowledge

7. Responsible for handling essential customer issues and complaints to ensure customer satisfaction

What You’ll Need:

1. At least five years of experience in customer service management and a background in the hearing aid industry.

2. Excellent communication and interpersonal skills, able to communicate effectively with clients and team members from different backgrounds

3. Strong customer-oriented thinking and problem-solving skills

4. Familiar with customer relationship management (CRM) systems and related tools

5. Good organizational and time management skills, able to work across time zones and multi-tasking environments

6. Able to adapt to the rapidly changing working environment, flexible and innovative

7. Possess strong leadership and teamwork spirit, able to motivate and guide team members to achieve goals

Benefits of Working At Zepp Health:

• Competitive salary, Vacation day, sick day and a remote-friendly culture
• Health insurance, Vision insurance, Dental insurance, life insurance
• Other Benefits
• 401K & Matching
• Year-end Bonus pay

Zepp Health is an Equal Opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know. In your application, please feel free to note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).