Director of Customer Support - stealth mode consumer startup (NYC)

Location: New York, NY
Date Posted: 06-20-2018
We are excited to reveal the initiation of a pioneering new company that will solve a fundamental need of a global target market, through innovations in AI and Machine Learning technology. This early-stage startup is positioned to make a major impact thanks to a novel approach, strong funding and a leadership team of veteran entrepreneurs with a proven track record of founding and establishing
successful high-tech enterprises that have created outstanding value for shareholders (both team- members and investors) as well as for customers.

The leader who assumes this role will be responsible for optimizing the the customer experience, driving customer satisfaction and services growth across the Americas region. Reporting to the VP of Field Operations, you will define and design the support execution and launch strategy in alignment with the the initial launch. You will recruit and retain talented multi-lingual customer service
representatives (CSRs) who share the commitment to customer success. You will define the organizational structure, processes, cadence, and metrics/KPIs required to drive and monitor efficient and effective team execution. You will collaborate with peer groups (e.g. Product Management, Engineering, Marketing, and Field Operations) to share and leverage timely customer and product
insights in order to accelerate product maturity and improve the customer experience. Lastly, you will represent the company for Customer Support/Success related topics to external customers, partners, and industry groups. Therefore, you must possess strong empathy, as well as communication and customer care skills which exceed that of a typical support environment. You will be responsible for setting the highest standards of operational rigor and customer care, and for elevating your team members to perform at that level.

Responsibilities

Design
1. Work with the VP of Field Operations to develop design objectives along the dimensions of People, Process, Facilities, and Technology, as they apply to Customer Support
2. Establish all work flow processes associated with Customer Support activities
3. Craft CSR job descriptions, create the facility build-out plan, and identify requirements for all supporting technology, in accordance with the company’s objectives

Build
1. Participate in the facility build-out plan, working with vendors to procure services (e.g. construction, electrical, etc.)
2. Hire and develop an initial team of 3 Customer Support Representatives (that is planned to grow significantly during 2019) – must be very skilled at identifying and hiring talented team members
3. Hire a team of managers/supervisors and work with them to assess resource requirements and develop and manage shift schedules
4. Proactively establish and implement standard operating procedures for all Customer Support workflows, such that team members know exactly what is expected of them at all times (remove ambiguity from the operating environment, as much as possible)
5. Implement technology solutions, as needed, in order to ensure success of Customer Support Representatives

Run
1. Determine key performance indicators to measure performance and establish systems that gather the data needed to track those key performance indicators
2. Work with supervisors to develop and manage shift schedules, assess resource requirements, and continuously hire and develop Customer Support Representatives, as needed
3. Maintain a strong working relationship with Engineering, Product Management, Field Operations, and other key stakeholders across the company
4. Implement process and measurements to drive continuous improvement in customer support operations
5. Ensure Post Activity Reviews (PARs) are completed on time, with key sections documenting any major issues, how they were resolved, and any recommended actions; ensure PARs are completed with high quality and easily understood
6. Leadership – Perform general team leadership and management, and hold regular team member reviews with direct reports and their teams
7. Conduct performance appraisals; provide measurable feedback to the VP of Field Operations with suggestions for direct reports’ performance improvement; formulate and implement employee corrective actions as needed

Education
1. Bachelor's Degree in Business Administration, Information Systems or related field (Master’s Degree preferred)

Experience
1. 8+ years in customer-centric support roles, in organizations focused on customer empathy
2. 5+ years managing team members
3. At least 4 years leading a high growth, fast-paced, consumer services-oriented customer support organization, with demonstrated results in achieving high customer satisfaction
4. Experience establishing and launching a new customer support organization
5. Experience managing in a 24x7x365 support environment
6. Experience recruiting and hiring multi-lingual CSR talent
7. Experience developing cohesive, customer-oriented teams
8. Experience driving a portfolio of multiple, concurrent business-critical projects to successful completion
9. Very strong troubleshooting and analytical skills
10. Experience managing in high pressure, complex environments; serving challenging customers, both internal and external to the company
11. Well-developed people management and conflict resolution skills
12. Must have a strong dedication to customer service
13. Experience with startup company is highly desirable, including the transition from ~$10M to $100M in sales (minimum of $50M annually)
14. Understanding of technology in a large, multi-site call center operation is a plus

Required Skills
1. Mentor and leader with a strong track record of hiring and motivating great teams
2. Excellent management and team leadership skills – seamless ability to inspire and engage company team members
3. Strong customer focus (understanding what customers want) and ability to effectively and quickly build relationships and establish trust/respect, via empathy, humility and listening skills
4. Excellent communication and collaboration skills at the senior leadership level, with both team members and customers
5. Experience leading global teams and working with customers around the world
6. Exceptional analytical ability – data-driven decision maker with capacity to experiment & adapt
7. Eager problem solver and thought leader
8. Ability to translate ambiguous concepts into action plans
9. Demonstrated ability to operate effectively in a fast-paced, ambiguous startup environment
10. Highly motivated and customer-focused, with a track record of setting high standards

General fit
1. Willing to work long and irregular hours
2. Willing to travel internationally on a frequent basis, as required
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