Director of Customer Support & Concierge Services

The Director of Customer Support & Concierge Services at Blackbird Labs will spearhead the overall customer support strategy, implementing systems and processes. They will define service benchmarks, build multi-channel support operations, and oversee the Concierge service to ensure high-value users receive personalized experiences. This role involves heavy collaboration across teams to enhance service delivery.

Candidates for the Director of Customer Support & Concierge Services position at Blackbird Labs should hold a Bachelor’s Degree and bring 7+ years of customer experience leadership. Successful candidates must have a proven track record in scaling support operations, familiarity with setting SLAs and KPIs, and experience working closely with Product and Engineering teams.

Blackbird Labs is committed to fostering a culture of growth where the Director of Customer Support & Concierge Services can thrive. With access to continuous learning opportunities, feedback loops for improvement, and a collaborative environment, leaders are empowered to innovate and excel in their roles, ensuring ongoing professional development.

One of the primary challenges for the Director of Customer Support & Concierge Services at Blackbird Labs involves managing high-quality service in a fast-paced, rapidly evolving industry. Balancing automation with a personal touch for high-value customers, along with establishing effective partnerships, will require strong leadership and strategic vision.

The salary range for the Director of Customer Support & Concierge Services at Blackbird Labs is between $180,000 - $200,000 annually, depending on experience and work location. This does not include equity options and comes with a comprehensive benefits package.

When answering this question, focus on specific strategies you used to recruit and develop talent, how you tailored your service approach to cater to high-value customers, and any metrics that demonstrate your team's success.

Discuss your approach to integrating technology, such as AI-driven support tools, while highlighting the importance of personalized service. Share examples of times you've implemented solutions that enhanced customer experience without losing the human element.

Be prepared to discuss various methods you've used, like feedback loops, SLA monitoring, or customer education initiatives. Use data to back your claims about successful outcomes in improving satisfaction and retaining customers.

Highlight your collaborative skills. Explain how you would establish communication channels and constructive feedback loops that facilitate cross-functional collaboration for product improvement.

Use the STAR method to discuss a particular incident, what actions you took to resolve the issue, and the positive outcome that followed. This shows your problem-solving skills under pressure.

Discuss key performance indicators such as first response time, resolution time, customer satisfaction scores, and Net Promoter Score. Explain why these metrics are vital for assessing effectiveness.

Discuss your networking skills and strategies for identifying and building partnerships. Provide examples of partnerships you've established that have led to mutually beneficial outcomes.

Explain your philosophy on training—how you blend new tools, ongoing education, and feedback mechanisms. Share how your training methods have resulted in higher team performance or morale.

Talk about your creativity in fusing technology with genuine customer care. Discuss your vision for future trends and how engaging storytelling can enhance customer loyalty.

Emphasize the competitive advantage that exceptional customer support provides, particularly in the hospitality and loyalty sector. Reference how satisfied customers drive referrals and contribute to overall brand reputation.