Director of Customer Experience

Director of Customer Experience (Must have Zendesk)

Our client is a fast-paced start-up and international business based on improving people’s health and wellness. They have gone from less than 10 employees to over 50, and they are looking to grow the team more at this very exciting time. With this employment opportunity, you have the chance to join the team early and become a crucial part of our success. 

RESPONSIBILITIES 

This person will manage a team of 10-20 globally

Not limited to day to day operations, though this is part of your role, you are informed on market changes that can impact the brand from a CX and brand perspective. 

As a highly visible team member, you will exemplify leadership by understanding the business in a way that impacts customers and stakeholders. You’ll continue to expand your skill set and be knowledgeable by participating in learning that will further us as a brand that differentiates itself based on their customer experience. 

You will see problems as opportunities, and will possess the ability to interpret data and extract useful information to create action for employees and customers. 

Align CX with the brand business objectives and make the objectives obtainable, useful and digestible at all levels within the company. 

Consistently monitor and analyze key performance indicators to determine when and how change should be effected to reach the desired outcome or goal. 

SKILLS 

6+ years of customer service/support or operations management experience, including experience managing lead

Must have recent experience with health & wellness, beauty or creative CPG 

Background in CS support through phone, email, SMS, live chat and social media

Experience building, coaching and training teams in a fast-paced environment 

Strong communication skills 

A passion for creating and abiding by internal processes 

Extremely high attention to detail 

Ability to handle multiple priorities and meet deadlines in stressful situations 

Comfort and experience handling high stakes customer claims/escalations 

Flexibility to work in a fast-changing environment 

Must have experience with Zendesk  

Experience in Shopify is a plus 

BENEFITS 

Health, dental, and vision insurance 

Generous vacation and remote work policy 

Dog-friendly office 

401k 

Class Pass Membership 

Paid Parental Leave Program 

This Health & Wellness company is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19.