Customer Service - Experience Director

The Challenge
The primary challenge for the Customer Service Experience Director lies in balancing strategic vision with hands-on operational management. This includes driving customer satisfaction to 4 out of 5 stars, reducing dispute rates, and overseeing a growing customer service team, all while reimagining the entire customer journey across multiple touchpoints. The role demands fostering innovation, aligning cross-functional teams, and navigating the fast-paced dynamics of e-commerce to deliver seamless, high-quality experiences at scale.

Day in the Life of a Customer Service Experience Director at GT Ecom
1. Align the customer service team on daily goals, review progress on KPIs, and brainstorm innovative solutions to enhance customer satisfaction.
2. Analyze customer feedback, surveys, and dispute data to identify trends and develop actionable strategies for improvement.
3. Collaborate with marketing, logistics, and product teams to address customer pain points and refine the customer journey from initial touchpoint to post-purchase.
4. Review and optimize workflows, tools, and resources in the customer service department to improve efficiency and effectiveness.
5. Dedicate time to strategic planning, focusing on initiatives to elevate the end-to-end customer experience and stay ahead of e-commerce trends.

30, 60, 90 Day Success Milestones for this role
1. Assess the customer service team's structure, workflows, and tools; analyze baseline metrics for CSAT and dispute rates; and identify immediate improvement opportunities.
2. Launch targeted initiatives to improve response times, address common customer pain points, and optimize dispute resolution protocols to reduce the dispute rate.
3. Track progress on KPIs, refine strategies based on performance data, and make adjustments to ensure trends are moving toward CSAT of 4/5 stars and a dispute rate below 1.5%.
4. Establish long-term processes for gathering and acting on customer feedback, empowering the team, and maintaining high satisfaction and low dispute rates.

Your Team When You Join Us
You will report directly to the COO, overseeing and managing the strategy, performance, and day-to-day operations of the entire customer service team. Your role will involve driving team effectiveness, implementing best practices, and ensuring an exceptional customer experience through proactive leadership and strategic planning.

We would love to hear from you if...
1. Proven experience in a leadership role within customer service and/or customer experience.
2. Strong background in e-commerce; familiarity with Shopify is a plus.
3. Demonstrated ability to lead and inspire teams to achieve high performance.
4. Expertise in operations management with a focus on innovation and efficiency.
5. Creative and forward-thinking approach to improving customer satisfaction and loyalty.
6. Strong analytical skills and a data-driven mindset for evaluating and enhancing the customer journey.
7. Excellent communication and interpersonal skills.

TO APPLY, PLEASE VISIT OUR COMPREHENSIVE JOB POSTING: https://hiring.gtecombv.com/jobs/5381675-customer-service-experience-director