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Director, Customer Service
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Job Description
- Req#: 4663457005
Employer Industry: Health & Wellness Products
Why consider this job opportunity:
- Salary up to $165,000, plus annual and quarterly bonus potential
- Comprehensive healthcare coverage with 100% premiums covered for employee-only plans
- 6 paid sick and mental health days, along with an Employee Assistance Program and free wellness classes
- Opportunities for professional development, mentorship, and performance-based pay increases
- Employee Stock Ownership Plan to invest in your future with company contributions
- Positive and accountable workplace culture that values team contributions
What to Expect (Job Responsibilities):
- Lead and manage customer support operations across phone, chat, and email for multiple pet food brands
- Develop and execute strategic roadmaps to enhance operational efficiency and service excellence
- Establish and monitor key performance indicators to drive improvements in customer experience
- Champion the implementation of automation and AI tools to enhance productivity and customer self-service
- Foster a culture of continuous improvement by implementing feedback loops and quality assurance programs
What is Required (Qualifications):
- Bachelor’s Degree required; Master's in Data Science preferred
- Minimum of 10 years in customer support operations with at least 5 years in senior leadership roles
- Proven experience managing large remote teams and high-volume, omni-channel contact center environments
- Deep familiarity with Salesforce Service Cloud and ability to assess technical software and systems
- Superior written and oral communication skills, along with strong interpersonal and organizational skills
How to Stand Out (Preferred Qualifications):
- Experience managing teams of 300+ employees
- Familiarity with Netsuite, Five9, Cresta, and Klaviyo
- Proven ability to leverage data analytics for operational and financial performance improvements
#HealthAndWellness #CustomerServiceLeadership #CareerGrowth #EmployeeOwnership #AutomationTools
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