Senior Director, Customer Support

About the role:

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.

What you'll do:

• 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

About you:

• 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