Assistant Director - Customer Support, Compliance & Excellence

As the Assistant Director - Customer Support, Compliance & Excellence at RDX Sports, you will oversee customer support operations across multiple e-commerce platforms, develop strategic initiatives to enhance user experience, and ensure adherence to compliance regulations. You'll also monitor customer feedback, implement support solutions, and lead compliance audits to prevent violations, all while collaborating with cross-functional teams to uphold service quality.

Candidates for the Assistant Director - Customer Support, Compliance & Excellence role at RDX Sports should possess at least a Bachelor's or Master's degree in Business, Law, Marketing, or related fields, along with proven experience in customer support and compliance management in a global e-commerce setting. Additionally, familiarity with Shopify, Amazon, and e-commerce compliance requirements are essential.

The Assistant Director - Customer Support, Compliance & Excellence plays a crucial role in RDX Sports' global operations by optimizing customer support processes across various e-commerce platforms and ensuring compliance with all relevant regulations. This position influences customer satisfaction, builds trust in our brand, and supports overall business objectives through effective management and innovation.

At RDX Sports, the work environment for the Assistant Director - Customer Support, Compliance & Excellence is dynamic and collaborative, fostering a culture of innovation and excellence. With a focus on teamwork, you'll work with diverse departments, creating a challenging yet supportive atmosphere that encourages personal and professional growth, along with access to various employee benefits.

RDX Sports offers a range of attractive benefits for the Assistant Director - Customer Support, Compliance & Excellence, including a competitive salary, medical insurance, fuel allowance, free lunch facilities, gym memberships, and paid time off. Our commitment to work-life balance and professional development ensures a fulfilling work experience.

When answering this question, highlight your past roles that involved leading customer support teams across different regions. Discuss specific achievements, such as increasing customer satisfaction scores or implementing successful support strategies, while emphasizing your understanding of various e-commerce platforms like Shopify and Amazon.

For this question, outline specific strategies you have used in the past, such as leveraging CRM tools for better tracking, developing training programs for agents, and implementing customer feedback systems. Relate these strategies to the e-commerce industry and emphasize how they align with RDX Sports' mission to deliver unparalleled service.

In your response, talk about your experience creating compliance frameworks, conducting audits, and staying updated on regulatory changes. Give examples of past experiences where you mitigated compliance risks, and focus on your proactive approach to managing compliance-related challenges in an e-commerce setting.

Discuss your approach to conflict resolution, emphasizing listening to the customer, gathering all necessary information, and collaborating with relevant teams to find a solution. Share a specific example of a past experience to illustrate your effective problem-solving capabilities.

Mention specific CRM tools you've used and explain how they have improved efficiency in customer support operations. Highlight your adaptability to new technologies and emphasize how they can be used to enhance customer experiences at RDX Sports.

In your answer, focus on key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores. Describe how you use data analytics to track these metrics, make informed decisions, and continuously improve support operations.

Share your experience in creating training modules and programs tailored to the needs of customer support agents. Focus on your understanding of e-commerce platforms and how training can improve agent performance and customer interactions.

Discuss the importance of regular performance reviews and constructive feedback. Provide a plan for addressing this situation, such as one-on-one meetings to understand challenges faced by team members and collaborative goal-setting to help them improve.

Provide a specific example of a process improvement initiative you led, detailing the challenges faced, the steps taken to implement change, and the measurable impact it had on customer satisfaction or team efficiency.

Articulate your views on current challenges such as managing high volumes of inquiries, handling rising customer expectations, and maintaining compliance with changing regulations. Link your insights to your experience and how you would address these challenges at RDX Sports.