Senior Director, Customer Care

Swag...everyone loves to receive it

Whether it be welcoming new hires into their dream job, thanking customers for their loyalty, celebrating a community milestone, or engaging event attendees, when done right, swag is the glue that bonds brands together with the people that matter to them. But no one enjoys putting this stuff together...

The $30 Billion branded swag supply chain is a complete mess, filled with too many products, too many intermediaries, too little quality control, and not enough technology.

SwagUp is disrupting the industry by streamlining the end-to-end supply chain and making it available through a single platform utilizing powerful APIs and interfaces (e.g. dashboard). As the fastest-growing swag company, we have made great strides towards our mission of eliminating the friction in the swag creation and distribution process. BUT we’ve just begun to scratch the surface…

And that’s where YOU come in…

MISSION

SwagUp is looking for a (Sr.) Director of Customer Care to develop and lead our Support/Care team. This person will be responsible for creating and driving support performance, optimizing the customer experience, and improving Customer Satisfaction scores.

Customer Care is pivotal to our success. We view Support/Care as a key differentiator and not just an added cost of doing business. This team's objective is to drive customer satisfaction, taking a proactive approach to issue resolution and root cause analysis. We want to anticipate customers’ issues and needs before they happen.

We are looking for someone who can develop the customer experience workflow and roadmap while identifying any gaps in the process. You will be working closely with our Success team on driving repeat revenue and creating a feedback loop for our product/marketing teams on product enhancements and the implementation of scalable support solutions through VOC data. SwagUp is a customer experience first company and wants to ensure the success of our customers continues to improve as we grow.

We are looking for someone with proven experience in customer experience, customer satisfaction, and experience working with product teams. This team is not fully developed, so we need a strong leader to build its foundation for continued success.

RESPONSIBILITIES

Own the Customer Support/Care business unit

Meet and exceed overall customer satisfaction goals

Identify up-selling and/or marketing opportunities and provide leads to the appropriate team

Manage, train, and onboard Customer Care Specialists

Personally engage with Top Tier Accounts like Amazon, Google when issues arise

Work closely with Success and Sales on retention strategies to increase revenue

Drive satisfaction while reducing customer issues

Design, manage and report on KPIs across the department

Work with Marketing and Product on product enhancements

Own & develop the implementation of the process

REQUIREMENTS

5+ years leading customer experience teams, at a startup, or rapidly growing company.

Ability to communicate clearly, confidently, and enthusiastically with our clients as well as with our Sales, Marketing, and Ops team.

Must have to experience architecting flows that enhance overall customer experience

Demonstrated past performance in building and leading teams. and driving increased repeat revenue.

Must work well under pressure

Aptitude to build strong relationships internally and externally

Love working with clients and understanding clients needs always come first

Ability to build reports + interpret and present relevant data

Prior use of Zendesk and Salesforce a plus

Proven ability to be a business advisor by creating valuable business partnerships with customers

Proven track record of delivering measurable results

Strong collaboration and team-building skills

WHAT SUCCESS LOOKS LIKE

Achieve targeted customer satisfaction benchmarks

Architect an end to end customer journey workflow that is repeatable and scalable

Fully developed support process, foundation, and team

Decrease the number of issues on a percentage basis

PERKS

Wake up each morning proud of the place you work and the amazing companies you get to partner with

Join the team at a time when you can help shape the future of the company

Unlimited PTO, we are all adults, you’re in control

Medical, Dental, Vision and Life insurance

Lots of swag!

Equipment provided to set up a successful work environment

Engaging team-building activities to make a remote-first workforce feel connected

Being part of an organization that rewards results and truly believes in promoting from within, at SwagUp your growth potential is uncapped!

Salary: $145,000 - $165,000

SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal! #tothemoon