eCommerce Customer Care Director

eCommerce Customer Care Director

Seven Sons is located in Roanoke IN. This is a flexible hybrid role.

Want to help connect consumers with where their food comes from Like the sound of working for a growing family business while breaking free of the corporate grind Then we have the place for you!

What We Offer:

• Supportive family-oriented and collaborative work environment
• Competitive compensation with steady growth opportunities
• Unlimited PTO plus paid holidays off
• Annual profit-sharing bonus
• Holiday Parties and Team Events
• $2000 annual food credit for use on our website
• Flexible remote work paired with real collaborative relationships across the team
• Opportunities to contribute to a team focused on sustainable farming and trustworthy food

Who We Are:

Seven Sons is a farm-to-consumer food business based in Roanoke IN. For over 20 years weve been on a mission to connect busy consumers with safe ethical foods they can trust.

Were a small but growing team that believes work should be meaningful and energizing. At Seven Sons we strive to be a place where people can grow personally and professionally make a real impact and break free from the corporate grind.

What we lack in fancy offices expensive chairs and free coconut water we make up for by being genuine hardworking and a little quirky. If that sounds like what youre looking for we hope youll apply!

What Youll Do:

As the Customer Care Director you will play a critical role in building a helpful caring and responsive Customer Service team of motivated people and AI agent models. You will lead the development of scalable systems coach and develop team members into high-performing contributors and ensure customers receive timely and thoughtful support.

Your Accountabilities in the Role:

• Leads mentors and develops the Customer Support team and AI customer service agents to ensure high performance and consistent service quality.
• Establishes monitors and continuously improves key customer service performance metrics (KPIs) including response time resolution rates and customer satisfaction.
• Builds and maintains scalable customer care systems and processes that reinforce the trust customers place in the company.
• Develops customer FAQs documentation and knowledge resources for both human support representatives and AI service agents.
• Implements optimizes and trains AI-powered customer service tools including customer-facing chatbots and support automation.
• Assess documents and shares customer feedback insights with cross-functional teams to support continuous improvement across the organization.
• Serves as the primary day-to-day point of contact for key wholesale customers.
• Fosters a collaborative analytical and customer-focused culture that aligns with company values and supports cross-departmental engagement.

Position Requirements:

• Bachelors Degree in Business Administration or a related industry with 7 years related work experience.
• Experience with Helpdesk optimization is a requirement and Zyndesk experience would be a plus.
• Strong verbal and written communication skills with the ability to communicate effectively via email and phone.
• Strong technical aptitude in CRM systems and AI models required.
• Excellent strategic thinking with research developing planning and executing skills.
• Highly process-oriented with attention to detail and strong analytical skills.
• Strong ability to manage multiple priorities and adapt to a fast-paced environment.
• Problem-solving capabilities to lead process improvements and identify gaps with actionable solutions.
• Customer-service oriented with a proactive attitude and strong collaborative mindset.
• Strong leadership and mentoring skills;Innovativeself-directedwith the ability to lead and manageotherswith ease;excellentcollaborationflexibility and adaptability are also important.
• Alignment with our core values and mission.

Other Important Information:

Position Pay: Salaried position based on experience.

Reports To: Chief Operating Officer

Core Hours: 8:00 am 4:00 pm (Hours can be flexible as needed)

Typical Work Week: Monday to Friday; 40 hours/week

Direct Reports: Three customer Service Agents

Work Conditions: Hybrid role; mix of office and on the farm environments

Travel: Limited

Required Experience:

Director