ClearCaptions, LLC ยท 21 hours ago
Director of Customer Service (100% Remote)
United States
Full-time
Remote
Director/Executive
$134K/yr - $174K/yr
8+ years exp
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Responsibilities
Lead and manage the Customer Support, Customer Success, and Tier 2 Technical Support teams, including other customer operations functions (e.g., provisioning, device management, RMA).
Develop and execute operational strategies that enhance customer experiences, improve team efficiency, and contribute to overall company objectives.
Foster a culture of excellence, accountability, and continuous improvement across teams.
Collaborate closely with senior leadership and other departments (e.g., IT, Product, Sales, Marketing) to align operational initiatives with organizational goals.
Identify opportunities for streamlining operational processes and improving service delivery.
Implement Lean Six Sigma methodologies and other process improvement tools to increase efficiency and effectiveness.
Ensure processes are scalable and aligned with business growth.
Lead initiatives aimed at reducing operational costs while improving the quality of service.
Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for all customer-facing teams.
Develop feedback mechanisms to assess customer satisfaction and identify areas for improvement partnership with Compliance and Regulatory.
Work closely with the Customer Retention and Success teams to identify and mitigate churn risks.
Oversee the development of strategies to enhance customer loyalty and retention.
Build and mentor high-performing teams by identifying and nurturing talent.
Conduct regular performance evaluations, providing constructive feedback, and facilitating professional growth opportunities.
Ensure proper staffing levels and skillsets are in place to meet operational demands.
Drive employee engagement, ensuring a positive and collaborative work environment.
Partner with the IT and Product teams to ensure the effective use of customer support systems, CRMs, and other operational tools.
Drive the adoption of AI, machine learning, and other emerging technologies to improve service delivery and operational efficiency.
Oversee system implementations, upgrades, and changes that impact customer operations, ensuring minimal disruption to service.
Collaborate with other departments, including Product Development, Sales, and Marketing, to align operational activities with company-wide initiatives.
Represent the voice of the customer in cross-functional discussions and decision-making processes.
Partner with the Quality and Training teams to ensure the alignment of operational activities with best practices and compliance requirements.
Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
Continually upgrade talent through timely talent management, development, succession planning and recruitment.
Qualification
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Required
Bachelor's degree in Business, Operations Management, or a related field.
8+ years of experience in customer operations, including at least 5 years in a leadership role.
Proven experience managing cross-functional teams (Customer Support, Customer Success, Technical Support).
Strong understanding of customer support systems and CRM platforms (Salesforce, Zendesk, etc.).
Excellent leadership, organizational, and interpersonal skills.
Strong problem-solving and analytical skills, with a focus on data-driven decision-making.
Experience in managing change and implementing new technologies or systems within an operational team.
Exceptional communication and collaboration skills, with the ability to influence stakeholders across the organization.
Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
Ability to plan and manage at both strategic and tactical operational levels.
Strong analytical, planning and budgeting skills.
Excellent verbal and written communication skills, presentation, and problem-solving skills.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).
Preferred
A Master's degree.
Lean Six Sigma certification with demonstrated experience in driving process improvements.
Company
ClearCaptions, LLC
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-03-25Acquired
Leadership Team
Robert Rae
President and CEO
Recent News
GlobeNewswire News Room
2024-03-25
SalesTech Star
2022-03-10
Company data provided by crunchbase
