Experience Customer Service Director
6 days ago
We are seeking a seasoned customer service professional to lead our team and drive exceptional customer experiences.
About Manmade:
We're a rapidly growing online retailer of premium quality essentials, with a strong presence in Canada and the US. Our mission is to deliver outstanding customer service that sets us apart from the competition.
Job Summary:
The Customer Service Director will oversee the customer service department, ensuring high-quality standards, operational efficiency, and exceptional customer satisfaction. This role involves strategic planning, staff management, performance monitoring, and continuous improvement initiatives.
Responsibilities:
- Lead, mentor, and support the customer support and experience teams to achieve their best results.
- Develop and implement customer service strategies that align with our overall company goals.
- Manage scheduling to ensure seamless coverage across all channels and build a cohesive daytime/evening shift team.
- Maintain high-quality standards to ensure consistent and exceptional customer interactions.
- Continuously improve and streamline processes to increase efficiency and effectiveness.
- Oversee customer service technology, including CRM systems, to ensure smooth operations.
- Collaborate with cross-functional teams (Product, Sales, Marketing) to create a seamless customer experience.
- Provide regular reports and insights to leadership on performance and progress.
- Conduct regular performance reviews and ongoing training to support team development and maintain high standards.
- Utilize data to identify opportunities for faster, better service and increased customer satisfaction.
Requirements:
- 5-7 years of experience in customer service, with at least 2 years in a leadership role.
- Degree in Business Administration, Communications, or a related field.
- Strong knowledge of customer service software, CRM systems, and customer feedback tools.
- Extensive knowledge of Shopify and Gorgias is considered a strong asset.
Benefits:
- Extended health and dental benefits, fully paid by the employer.
Salary: $80,000 - $100,000 per year, based on location and experience.
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