Director of Customer Support Volusion
THIS JOB HAS EXPIRED Volusion is a one-stop shop for all things ecommerce. We?re also a pretty great place to work. Based in Austin, TX, we?re currently serving 40,000+ customers and have big plans for the future. Being an industry leader isn?t easy, but we know how to make it fun. Equipped with our flip flops and free snacks, we?re leaving our competition in the dust. All we need now is you!
In this role you will lead, develop, and inspire a team of 60+ Volusioneers to deliver outstanding service in a 24x7 multichannel environment. In this leadership role you will develop people, manage their performance, and ensure that the conditions for success are in place. Ultimately, you are responsible for ensuring that our support organization is delivering for our customers, meeting service level goals, providing a great employee experiences, and building a scalable, efficient support model for our rapidly growing business. This position requires a hands-on leader who will regularly interact directly with customers, employees, and cross-functional stakeholders.
ESSENTIAL DUTIES / RESPONSIBILITIES:
Directly responsible for goals related to customer loyalty, productivity and employee engagement.
Provide leadership for the customer support organization.
Manage the day-to-day operations of quality-focused technical support center serving customers across multiple channels including telephone, chat, tickets and email.
Serve as an escalation point and work across the organization to resolve customer issues.
Manage and execute incident response plans.
Responsible for all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.
Review and interpret data related to team performance. Develop and implement strategies for improving performance in all key metrics, and keep senior management informed of trends and progress. Identify and implement tools necessary for ongoing measurements.
Review performance of team and conduct 1:1 coaching with direct reports and skip-level employees. Monitor individual performance, and deliver timely and accurate performance feedback to each team member.
Intelligently apply industry recognized best-practices for top performing contact centers.
Meeting and beating service level goals related to quality, first contact resolution, wait time, productivity, and employee engagement.
Continuously assesses and improves processes within their scope to drive down cost-to-serve while improving customer loyalty and employee engagement.
Partners with other members of Customer Experience team to identify root cause of customer contacts, and implement solutions as provided and agreed upon.
Translate corporate strategy into tactics that are actionable, measurable, and understandable to employees.
Create a team environment that inspires employees to deliver exceptional customer service.
Demonstrated 5+ years of leadership experience
3-5 years experience in a support center environment or equivalent experience
Previous experience that demonstrates the ability to create and foster an environment where talented, engaged employees volunteer their best efforts to wow customers every day.
Demonstrated success exceeding goals related to employee engagement, customer loyalty, and financial results.
Demonstrated skills in identifying performance and career development needs in team members.
Proven knowledge of call center/technical support operations and their application, including best practices regarding workflow, KPIs, staffing, quality monitoring, coaching and training.
Demonstrated experience in applying analytics to decision making.
Demonstrated experience in partnering with other business units to resolve customer issues
Demonstrates excellent communication skills, both written and verbal, and communicates clearly in all situations.
Experience in a SaaS, technology, or growth-mode company is preferred
Exceptional customer service skills are a must, technical acumen is a plus.
||Austin, TX |
THIS JOB HAS EXPIRED