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Company

Pirate Ship · 3 hours ago

Director of Customer Support

United States

Full-time

Remote

Director/Executive

$150K/yr - $170K/yr

5+ years exp

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Responsibilities

Manage and mentor the CX management team, providing guidance, performance feedback, and professional development opportunities.

Foster a collaborative and supportive environment among management, encouraging teamwork and knowledge sharing.

Maintain clear performance expectations for individuals and CX teams, conducting evaluations and providing feedback,

Collaborate with ReCREWtment and other internal teams on hiring and onboarding new crew members to the department.

Ensure the team delivers on brand world-class, high seas service to all Pirate Ship customers across multiple channels (chat, email, social media) through inspirational, values-driven leadership

Own and iterate internal controls assessing quality delivery - conducting regular reviews of customer experiences, identifying opportunities for improvement and implementing proactive solutions.

Collaborate closely with management teams to uphold the consistent delivery of exceptional service, adhering to CX best practices and company policies, developing internal programming and workshops to inspire alignment to brand delivery.

Draft, implement, execute and maintain policies and procedures to enhance the handling of customer conversations

Serve as an escalation point for complex customer issues and provide guidance to equip team members with the tools and knowledge to tackle complexities with efficiency and expertise.

Collaborate with the VP of CX to develop and execute strategic plans to improve customer support operations, drive efficiency, and inspire creativity.

Generate comprehensive reports on key performance metrics, leveraging data-driven insights to provide actionable recommendations in optimizing team performance

Lead the development and continuous improvement of customer support processes and technology to enhance service delivery, especially as it relates to our quality management and delivery

Collaborate cross-functionally to address customer feedback and enhance product/service offerings.

Contribute to special projects in coordination with the senior leadership team.

Develop data analytics initiatives to assess performance, customer satisfaction, and operational efficiency within the CX team in partnership with CX Analyst.

Utilize data and trends to inform decision-making processes, create actionable insights, and make recommendations for performance improvements.

Analyze customer interactions across all channels (chat, email, social media) to identify trends, areas for improvement, and opportunities for automation or process optimization.

Use data visualization and reporting tools to communicate findings and performance trends with senior leadership and cross-functional teams, ensuring data accuracy and accessibility.

Implement data-driven solutions to optimize team workflows, agent performance, and customer satisfaction, fostering a culture of continuous improvement across the department.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Management experienceData-driven decision makingCustomer support experienceChange managementStrategic planningMac OS proficiencyProject managementECommerce experienceSoftware platform supportData visualizationSoft skills

Required

At least 5 years of management experience in customer support or a similar capacity, preferably in a remote or startup environment.

Proven track record of data-driven decision making and analytical skills.

High emotional intelligence and proficiency in change management.

Exceptional communication skills, especially in chat-based channels.

Strategic planning and project management abilities.

Intermediate to advanced computer skills, preferably with Mac OS experience.

Ability to work independently in a remote environment.

Preferred

Additional years of management or senior leadership experience, especially in a remote environment.

Experience in eCommerce and supervising teams that support customers using a software platform.

YARRrrr! The ability to speak like a pirate!

Benefits

144 hours of accrued vacation time to start to keep our pirates rested & rejuvenated!

12 paid holidays per year.

80 hours annually.

100% covered for Pirates by the company and kicks in the first of the month after enrollment. If you want to add any dependents (spouse, partner or children), they’ll be 50% covered.

100% covered for Pirates and 50% covered for dependents.

We offer a Traditional 401(K) and a Roth 401(K), and pirates who contribute 1-3% of their annual salary get matched 100% by the company.

Full 12 weeks for parents for the birth, adoption, or foster placement of a child.

We provide a one-time home office reimbursement of up to $1,500 to purchase an ergonomic desk and chair.

Wifi & snacks, we’ve got y’er back!

“Hey Taco!” is our employee recognition program where you can give and receive virtual 'Tacos' which can be redeemed for rewards.