What are the responsibilities and job description for the Customer Care Director position at HR Collaboration Group LLC?
Customer Care Director
Seven Sons is located in Roanoke, IN. This is a flexible hybrid role.
Want to help connect consumers with where their food comes from? Like the sound of working for a growing family business while breaking free of the corporate grind? Then, we have the place for you!
What We Offer:
- Supportive, family-oriented, and collaborative work environment
- Competitive compensation with steady growth opportunities
- Unlimited PTO plus paid holidays off
- Annual profit-sharing bonus
- Holiday Parties and Team Events
- $2,000 annual food credit for use on our website
- Flexible remote work paired with real, collaborative relationships across the team
- Opportunities to contribute to a team focused on sustainable farming and trustworthy food
Who We Are:
Seven Sons is a farm-to-consumer food business based in Roanoke, IN. For over 20 years, we've been on a mission to connect busy consumers with safe, ethical foods they can trust.
We're a small but growing team that believes work should be meaningful and energizing. At Seven Sons, we strive to be a place where people can grow personally and professionally, make a real impact, and break free from the corporate grind.
What we lack in fancy offices, expensive chairs, and free coconut water, we make up for by being genuine, hardworking, and a little quirky. If that sounds like what you're looking for, we hope you'll apply!
What You'll Do:
As the Customer Care Director, you will play a critical role in building a helpful, caring, and responsive Customer Service team of motivated people and AI agent models. You will lead the development of scalable systems, coach and develop team members into high-performing contributors, and ensure customers receive timely and thoughtful support.
Your Accountabilities in the Role:
- Leads, mentors, and develops the Customer Support team and AI customer service agents to ensure high performance and consistent service quality.
- Establishes, monitors, and continuously improves key customer service performance metrics (KPIs), including response time, resolution rates, and customer satisfaction.
- Builds and maintains scalable customer care systems and processes that reinforce the trust customers place in the company.
- Develops customer FAQs, documentation, and knowledge resources for both human support representatives and AI service agents.
- Implements, optimizes, and trains AI-powered customer service tools, including customer-facing chatbots and support automation.
- Assess, documents, and shares customer feedback insights with cross-functional teams to support continuous improvement across the organization.
- Serves as the primary day-to-day point of contact for key wholesale customers.
- Fosters a collaborative, analytical, and customer-focused culture that aligns with company values and supports cross-departmental engagement.
Position Requirements:
- Bachelor's Degree in Business Administration, or a related industry, with 7 years related work experience.
- Experience with Helpdesk optimization is a requirement and Zyndesk experience would be a plus.
- Strong verbal and written communication skills with the ability to communicate effectively via email and phone.
- Strong technical aptitude in CRM systems and AI models required.
- Excellent strategic thinking, with research, developing, planning and executing skills.
- Highly process-oriented with attention to detail and strong analytical skills.
- Strong ability to manage multiple priorities and adapt to a fast-paced environment.
- Problem-solving capabilities to lead process improvements, and identify gaps with actionable solutions.
- Customer-service oriented with a proactive attitude and strong collaborative mindset.
- Strong leadership and mentoring skills;Innovative,self-directed,with the ability to lead and manageotherswith ease;excellentcollaboration,flexibility and adaptability are also important.
- Alignment with our core values and mission.
Other Important Information:
Position Pay: Salaried position based on experience.
Reports To: Chief Operating Officer
Core Hours: 8:00 am – 4:00 pm (Hours can be flexible as needed)
Typical Work Week: Monday to Friday; 40 hours/week
Direct Reports: Three customer Service Agents
Work Conditions: Hybrid role; mix of office and on the farm environments
Travel: Limited
Salary : $2,000