Director, Customer Support
Director, Customer Support - Goldfish
This Opportunity Is Located In Seattle WAAre you passionate about the experience of Customers operating on an online commerce marketplace? Do you want to be part of a fast-paced team working on revolutionizing the way people shop?We are looking for a Director of Customer Support with a background in building and scaling a high performing Customer experience team. In this role, you will maintain a convenient and trusted experience for all customers operating on the emerging Goldfish platform, including buyers, merchants and our active social community. You think of each Customer contact as an opportunity to continually improve our platform and you rely on technology, data and a great team of Customer Support experts to solve problems the right way.Our environment is fast-paced and requires a candidate who is flexible, detail-oriented, thrives on ambiguity, and can drive results across cross-functional groups. The candidate will be able to support their work with hard data and demonstrate the ability to dive deep in understanding the product, our business, and our much-loved Customer. To be successful, you will demonstrate a mix of team management, project management, operational excellence, analytical and problem-solving skills.
Roles and Responsibilities:Hire and develop the best team to support our CustomersEnsure that your team has all the resources, tools and processes it needs to be successfulDetermine Customer needs and analyze areas of improvement. Ensure the correct projects and programs to improve results are identified and deliveredSet clear, measurable productivity and quality goals for the Customer Support organizationThink big on behalf of your team and Goldfish Customers. Leverage technology to efficiently tackle Customer friction and eliminate wasteIdentify, implement, and support the most appropriate solutions to enable the efficient consumption of all available self-help and training contentChampion the Customer Experience throughout the organizationBe willing to take managed risks, learn quickly and adaptBasic Qualifications:7+ years hiring, managing, mentoring and building teams5+ years of cross-functional experience working alongside and influencing senior leadership teamsExcellent written and verbal communication and data presentation skills, including an ability to effectively communicate with both business and technical teamsStrong project management and analytical skills Business knowledge of the high-tech industryDemonstrated experience leading virtual teams Preferred Qualifications:Knowledge/experience in Customer Support within an online commerce and/or social platformPassion for being hands-on and diving into the detailsPrior Black Belt experience or Certified Six Sigma Black Belt with demonstrated success leading projectsMS/MA degree in a related subject