What are the responsibilities and job description for the eCommerce Customer Care Director position at HR Collaboration Group LLC?
eCommerce 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