Director Of Customer Experience/Support

Mastery Studio LLC is conducting an exclusive search for a highly experienced and dynamic Director of Customer Experience & Support for our client, the developer of wearable wellness technology that is clinically validated to actively help the body recover from stress.

We are looking for someone that closely matches this job description.

The ideal candidate will have a proven track record of scaling customer experience organizations, implementing and optimizing support strategies, and driving customer satisfaction and loyalty. They should be a strong leader who can recruit and nurture top talent and collaborate effectively with cross-departmental teams to ensure a seamless customer experience.

Responsibilities:

• Lead and own the overall Customer Experience & Support organization, ensuring exceptional support for our growing customer base
• Create voice of the customer initiatives to ensure customer feedback is shared with internal stakeholders, increasing departmental scalability, reducing customer friction, and improving the overall customer experience
• Develop, implement, and evolve support strategies, workflows, training programs, quality control measures, and documentation to improve customer satisfaction continually
• Manage support relationships with corporate partners as needed
• Collaborate with cross-departmental teams, including Product, Design, User Research, Engineering, and Marketing, to prioritize customer experience initiatives and eliminate friction in the user experience
• Drive the implementation and administration of CRM platforms and other support tools to optimize support operations
• Scale the Customer Experience team by recruiting, hiring, and mentoring exceptional talent and helping them grow into star agents, specialists, leads, and managers

Requirements:

• Deep knowledge of CRM platforms and support tools, such as Zendesk, Salesforce, Solvvy, and Muiros
• At least 10 years of experience in customer experience/support roles, with a minimum of 5 years in a senior leadership position
• Proven track record of driving customer satisfaction, loyalty, and retention metrics, such as NPS and CSAT
• Demonstrated success in scaling customer experience organizations, preferably in the technology or financial services industries
• Strong leadership and people management skills, with experience in recruiting, hiring, and nurturing top talent
• Experience working cross-departmentally to drive user-focused initiatives
• Excellent communication and interpersonal skills

Our client is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply. If you are passionate about customer experience and looking for an opportunity to make a significant impact, we encourage you to apply!