Director of International Customer Service

WHY JOIN ALO

Mindful movement. Its at the core of why we do what we do at ALOits our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat making their lives and their communities better. Thats the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

OVERVIEW

As ALO expands globally were focused on creating best-in-class elevated customer experiences that are both locally relevant and aligned with our global brand standards. The Director of International Customer Service will be responsible for ensuring that our global digital and customer support strategies are translated seamlessly across regions to best meet the needs of our customers.

This leader will build and execute ALOs international customer service roadmap defining how we launch and scale support across markets languages and time zones. This role will have a direct line of sight over our training and quality function setting new benchmarks for success as we scale to new markets. Theyll partner cross-functionally with external vendors and internal teams such as Digital Technology Operations and Retail to deliver an excellent ALO experiencewherever our customers are. This role will act as an advocate for our international customers experience championing experience improvements and keeping our new and/or growing markets customer experiences top of mind within the organization.

We are an agile highly collaborative team that celebrates an owner mindset and entrepreneurial spirit. As a leader in this space you thrive in a fast-paced ever-changing environment and are comfortable taking risks learning by doing and pushing for continuous improvement.

RESPONSIBILITIES

• In partnership with Digital and International leaders develop ALOs international customer experience strategy defining service standards and localization frameworks for key markets.
• Lead international expansion initiativesestablishing languages channels hours and workflows that align with local customer expectations and regulations.
• Partner with CS and Retail leaders to ensure scalable alignment of experience and operations globally.
• Partner with Legal and Compliance to ensure service and communication practices meet regional standards (GDPR support policies etc.)
• Oversee CS Training team to ensure our tone language and procedures embody the ALO experience in every region.
• Partner with Technology and Operations teams to optimize systems automations and tools for global efficiency.
• Evaluate and implement new support channels (i.e. Whatsapp Kakao etc.) and self-service tools relevant to each region.
• Identify best external partners (BPOs Contact Centers) to support new language expansion establishing key performance metrics to drive performance.
• Represent the voice of the international customer in leadership discussions influencing decisions across CX Product and Operations.

QUALIFICATIONS

• 8-10 years of experience within customer-facing industries with direct experience launching digital global customer support programs and new markets.
• 5 years of leadership experience
• Deep knowledge and curiosity about customer experience and service design specifically as it relates to channel localization and emerging trends/innovation (such as AI and automation)
• Highly collaborative leader who inspires alignment across cross-functional teams
• Strategic thinker with the ability to scale complex programs and deliver fast results in fast-growing environments
• Data-driven; eager to turn customer insights into action
• Familiar with CRM systems (i.e. Zendesk Salesforce Gladly); experience in luxury and/or lifestyle brands preferred
• Bonus: background in launching support operations in Asia and/or Europe

The base salary range for this position is $150000-$200000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location experience and performance. As such on occasion and when applicable there is the possibility that the final agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the companys total rewards package for exempt employees. Other rewards may include performance bonuses long term incentives a PTO policy and many other progressive benefits.