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Director, Customer Care Strategy
Company | EarnIn |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-07-08 |
Posted at | 10 months ago |
About EarnIn
- Establish company-wide metrics for defining the greatest value to our customers.
- Modify and rebuild our Customer Care organization to deliver on your strategy.
- Create a deep connectivity between product and customer care and facilitate effective customer-focused problem solving
- Bring the Voice of the Customer to life to every employee in the company. Build company wide partnerships that drive accountability to our customers.
- Drive automation, efficiency and scalability to improve access to and quality of support across our customer base
- Develop and implement a Customer Care and Product strategy that effectively addresses customer needs and drives customer advocacy
- Extreme passion for customers
- Deep domain expertise owning the design and creation of an excellent customer experience
- Long-term strategic thinker who is willing to take risks on behalf of the customer
- Ability to communicate ideas effectively, listen to others’ ideas, and collaborate
- Tenacity and optimism
- Technical or Product background is highly desired. Ideally a bachelor's degree in Engineering, Computer Science or related technical field, and some experience in software product development
- Exceptional analytical, critical thinking, and problem solving skills
- Proven experience (7+ years) in building and managing teams, including establishing operational processes that allow for scale through autonomy.
- Customer service operations experience; quality and training, escalations, workforce management, technical product issue resolution
- Demonstrated experience building relationships with stakeholders
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