Position Overview

The Head of Customer Service is a pivotal leadership role that demands a solid understanding of CX systems and solutions, with a strong expertise of using Salesforce Service Cloud to run high-volume call center operations. The Head of Customer Service will be responsible for elevating customer satisfaction, driving efficiency through process improvements and technological innovations, and ensuring a seamless customer experience. The position involves overseeing the customer service teams and third party solution providers, with responsibility for multiple brands.

What you'll do

• Leadership and Team Management: Lead and inspire a remote team of professionals for multiple
  brands. Foster a culture of continuous improvement, innovation, and customer focus within the
  teams.
• Talent Development: Hire, develop, and mentor support team members, fostering a culture of
  excellence and exceptional customer experiences. Optimize coverage and scheduling, create
  programs to motivate and assess team performance.
• Performance Analysis and Improvement: Analyze department performance and proactively
  implement strategies to enhance quality, productivity, and profitability.
• Process Optimization and Automation: Monitor key work processes, such as repairs, warranty claims,
  and technical support workflows. Establish scalable processes, workflows, and automation for
  effective, low-friction, responsive support.
• Digital Self-Service: Partner with stakeholder groups to design and implement a customer self-serve
  digital experience for a low-friction experience.
• Technology and Innovation: Stay abreast of emerging technologies and trends in information
  technology to continuously improve support capabilities. Oversee the development and
  implementation of digital tools and platforms to enhance the customer experience.
• Cross-Functional Collaboration: Collaborate with other departments, including installation services,
  sales, merchandising, and manufacturing to ensure a unified and consistent customer experience.
• All other duties as assigned

Who you are

• 10 years’ work experience at a senior leadership level.
• Bachelor’s Degree in a related field, Master’s Degree preferred.
• Hands-on experience using Salesforce Service Cloud to run a high-volume Customer Service organization.
• Experience managing within a matrix structured organization.
• Experience leading high-performing teams.
• Demonstrated success in implementing innovative customer service strategies and technologies.
• Self-motivated team player with strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills (oral and written).
• Strong attention to detail, organizational skills, and ability to thrive in a fast-paced environment.

What's in it for you?

• Annual base salary range: $144,000.00 - $162,000.00
• Bonus target range: 35-45%
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate’s education, experience, skills and potential.

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