Customer Experience Director
Job Location:
Georgetown, DE - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
UNIQUE & EXCITING OPPORTUNITY: How would you like to join one of the fastest-growing marketing education and software companies in the country
Heres the deal:
We recently published a #1 National Best-Selling Business Book thats sold nearly 100000 copies. Weve been featured in the LA Times USA Today Inc. Magazine Entrepreneur Magazine Forbes and Business Insider. Following the success of the book - we launched two multi-million dollar marketing education programs a revolutionary piece of marketing software and were now experiencing stratospheric growth.
For the right person there is an absolutely AMAZING opportunity to join our team as our Customer Experience Director.
Is this position right for you Well... let me ask you a few questions:
- Do you OBSESS over making the customer experience SMOOTH and PERFECT
- Do you just LOVE the challenge of converting CRANKY customers into RAVING FANS
- Are you practically OCD about creating and using CHECKLISTS and PROCEDURES
- Are you EXCITED about GETTING YOUR HANDS DIRTY to do the work yourself
- And equally ENTHUSIASTIC to TRAIN and LEAD your very own Customer Experience TEAM
If youre screaming to yourself Yes! Yes! YES! - Then this could be the DREAM opportunity youve been looking for
Whats the position all about
You will lead manage and oversee the day-to-day operations of our remote customer service team. You will report directly to our COO.
When customer service issues get escalated to you you will support and coach your customer service specialists on how to handle.
When a customer requires special or delicate attention you will step in and reply to customers directly via email and phone yourself.
You will organize and lead training for your customer service team. You will be involved in developing and implementing checklists and procedures.
Youll measure team performance and make staffing recommendations to our COO.
Youll actively hold daily remote Stand Up Meetings with your customer service team and participate in weekly Management Team meetings to proactively communicate:
- Trends & Patterns Discovered Around Customer Issues
- Operational Failure Points / Inefficiencies Discovered
- Recommendations for Improving Customer Experience
- Coordination with Marketing Team on Program Delivery*
*You will stay up-to-date with the company marketing/promotional turn youll communicate necessary information back to your customer service team.
Youll do this while continually working towards improving procedures and practices of the company.
Simply put: You will be the grease in the gears to help the company deliver outstanding positive customer experience :-).
A few other things involved
- You will help with the Marketing Conferences and Masterminds we run a few times each year when needed. Sometimes these events fall over a weekend.
- You will likely travel 1-4x / year to our remote customer service hub abroad.
- You will participate in Quarterly Strategic Planning Meetings that are held in person in the Austin Texas area 3-4 times a year.
- You may be required to work out of our CEOs residential office in Georgetown TX occasionally as much as one day a week.
- OCD about details. Stuff simply just doesnt slip through the cracks for you
- Youve gotta have strong working experience in Infusionsoft Stripe Google Apps Helpscout (or other similar software systems).
- Its critical youve got experience managing a REMOTE customer service department (with a minimum team size of 5-10 team members). Meaning managing a team not located in the same city where youre based.
- Youve gotta have a dedicated quiet home office with a secure internet connection where you can handle phone orders for higher ticket sales/phone customer service inquires without distractions. No screaming kids or barking dogs in the background.
- Youve got to be professional with customers at all times. Sometimes customers freak out and push our limits. Youve got to be cool kind and calm always.
- Youve got to be reliably available during regular working hours and understand there might be situations that require attention after regular working hours.*
*NOTE: We do plan to scale our remote customer service team to 24/hour coverage for customers over time so addressing emergencies may *occasionally* be necessary on the weekends and work schedule can be adjusted to accommodate this when needed.
BENEFITS:
Our management is fully invested in creating the most amazing customer experience so youll receive a ton of support from us.
Although we are asking that you live in or around Austin TX you will be working remotely 80% of the time so you can have a relatively flexible schedule and enjoy the perks of working from home.
Youll get to attend world class marketing training programs and rub elbows with C-level executives.
Youll be working with a freaking amazing international team and youll even get to hang out with them at least once a year at our annual retreat in an exotic location.
We are poised for explosive growth so you get to be a part of that!
APPLY by Friday October 28th4:59 PM CDT.
Required Experience:
Director
