Director Of Customer Service

**Full-time role on-site in Charlotte, NC.**

The Director of Customer Experience will act as a strategic leader and manage the Customer Support team and the day-to-day actions of our client's contact center. In this role, you will lead the support experience for all our customers while partnering with the product team to improve the overall customer experience. The ideal candidate will be comfortable bringing forth new ideas, collaborating across groups--including our product and technology teams, and mentoring and training a world-class, remote customer experience team.

Our client is one of the fastest-growing private companies in the United States, committed to expanding solar access with a solar power and storage solutions marketplace. They have strong finances, are in a fast-growing market, have venture capital funding, and have a robust internal talent development strategy.

Your benefits will include the following:

• Paid parental leave
• Dental
• Tuition reimbursement
• Retirement plans
• Unlimited vacation/PTO
• Stock options
• Medical
• Life insurance
• Vision
• Pet insurance

Your responsibilities:

• Develop customer strategy, create the customer experience roadmap, and improve the technology tool suite.

• Identify and manage existing and new partners/vendors.

• Focus on ticket deflection and first-contact resolution.

• Use data to identify root-cause resolution of customer pain points.

• Set objectives and key results and revamp our scorecard using existing data.

• Work across the organization to continually optimize key customer-facing processes that provide opportunities for scale.

• Represent the voice of the customer and promote a customer-centric mindset across the organization.

• Develop internal training for all hires and represent the Voice of the Customer at All Hands.

Must haves for successful applicants include:

• 8-10 years in a customer support leadership role in a call center environment.

• B2C (business-to-consumer) or D2C (direct-to-consumer) experience is required.

• Experience working with a variety of customer experience vendors and technology tools.

• A level-headed approach to escalation management, especially experience handling high-touch emergencies.

• Data analysis, development, and presentation skills to develop and present reports on fundamental customer insights.

Above and Beyond:

• Experience with customer insights platforms.

• Experience managing support for multi-sided marketplaces.