Director Of Customer Service (Cs/Cx)

Description

We are seeking a customer-centric, experienced Director of Customer Service & Experience (CS/CX) interested in building an end-to-end customer service function from the ground up for a subscription-based health and wellness startup. This growth-stage business ties in telemedicine, beauty, health, and wellness, subscription, and pharma. As the Director of CS/CX, you will have the opportunity to create and develop a top-tier customer service program that aligns with the company's mission and values and drives customer loyalty and retention. As part of this role, you will be responsible for designing and implementing the framework for the program, including creating customer service policies, identifying areas of automation and efficiencies, establishing performance metrics, hiring and employee development, and building training programs for the customer service team both in the US and Philippines.

With a formidable management team of industry experts and a vast consumer business pipeline, my client is well-positioned to expand their team in proportion to the growth of their business. The company is already profitable, with 8-figure ARR, and grew over 3x in the past year. Founder/CEO has led several successful venture-backed companies and has a track record of mentorship and promoting from within.

Role & Responsibilities

• Resolve product or service issues by identifying customer complaint, determining cause, selecting an explanation and/or solution to rectify the problem, and evaluating opportunities to reduce operational and fulfillment errors
• Educate prospective customers on product offerings and services and the benefits it provides
• Build and maintain a customer database of records and updating information
• Support customers by answering product and service questions, along with suggesting information about other products and services and driving sales strategies
• Collaborate with senior leadership to establish customer service goals,hiring needs, and strategies that align with the company's business objectives
• Work closely with cross-functional teams to identify customer pain points, resolve product and technological issues, and improve the overall customer experience
• Create and track weekly/monthly KPIs to track ongoing performance and development of the team as well as customer data and trends to report to senior leadership
• Oversee all customer communications programs in partnership with the marketing department
• Work closely with senior leadership to help scale the customer service function for a direct-to-consumer / subscription-based health and wellness platform, both in the US and Philippines
• Open and close account profiles, with a goal of increasing customer retention
• Automate systems working within Zendesk and relevant CRM platforms
• Stay up to date with emerging trends, innovative technologies / platforms, and best practices in customer service

Skills & Experience Needed

• Proven success in scaling a customer service team from <10 to 75+ team members
• Experience with or knowledge of Zendesk or similar CRM and customer service tools/technology
• Experience automating systems and tasks
• 10+ years of customer service experience within a direct-to-consumer, e-commerce, subscription-based environment
• Ability to work autonomously in a fast-paced, high-growth environment
• Bachelor’s Degree in Math, Finance, Business or Marketing
• 5+ years in a leadership / management level position
• Excellent written and verbal communication skills and customer service skills
• Experience managing teams both in-house and offshore (e.g., Philippines)
• Previous experience scaling teams within the ecommerce space or with a subscription based business
• Innovative, go-getter, & “can-do” attitude with willingness to challenge yourself on new technology and concepts

What is being offered

• Opportunity to be one of the first 30 employees one of the fastest growing businesses in the nation, and be a key player in building a high-growth startup
• Unlimited PTO
• Base Salary + Strong Equity component
• Entrepreneurial environment
• Join an organization that is passionate about the work they’re doing - day in day out
• Leadership growth opportunities

If you are a Director of Customer Service / Customer Experience who is interested in building a customer service function from the ground up, please apply today. We look forward to meeting you!