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| Senior Manager - Global Customer Service - Job # 1911 |
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Client Synopsis:
Full Scale is currently recruiting for the following Raleigh based position. Relocation Assistance is offered for this position.
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Essential Duties and Responsibilities:
Our Client is committed to empowering creators of all kinds and provides the tools and services that people need to share knowledge and inspiration with others. We are currently recruiting for the position of Senior Manager for our Client's Customer Voice Team. In this role, your objective is to lead our worldwide customer support organization and partners to focus on building the company's global competitive advantage through a unique and authentic customer experience. We are seeking an energetic, process-oriented and highly organized individual. The ideal candidate thrives in a fast-paced, dynamic environment, is committed to drive business growth by providing distinctive services throughout customers' life cycle and multiple touch points.
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Responsibilities:
- Manage, lead, and develop teams of Customer Voice representatives providing Tier 1 and Tier 2 support for English, Spanish, French, German, Italian, and Dutch, speaking customers.
- Lead and manage oversea service providers, set SLA to enable consistent customer experience.
- Develop system, processes, and metrics to constantly improve customer support efficiency and quality.
- Liaison between agents and the rest of the company, identifying and champion products, processes and offerings that will improve customer loyalty and life time value.
- Create strategies for scaling the operation to handle a large variety of customer inquiries, across geographical areas, and among multiple product lines.
- Management experience is a must as this person will be managing a team of ten people and deal with outside providers in India.
- Will be responding to internet tickets on line, Doing live chat and working in a matrix environment.
- Turning around customers.
- Hire, motivate and inspire current and future teams, and build a world-class customer voice organization.
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Qualifications:
- 5-10 years customer service, call center or customer marketing management experience in global internet, online retail, or consumer product companies.
- Must come from an internet/web company.
- Understanding and experience of linking customer voice to business performance.
- Experience with chat and email support operation and quality management and process development.
- Strong people skills and leadership potential, with desire and capability to reach decisions via quantitative and qualitative analysis.
- Strong problem solving skills, including resolution of escalated customer calls.
- Excellent verbal and written communication skills.
- Experience in defining and tracking performance metrics.
- Bachelor's degree in business or related program.
- Multilingual, MBA, or Customer Marketing trainings is a big plus.
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 A competitive compensation plan including salary and incentives will be provided.
For confidential consideration please submit a resume and salary requirements to
claire@fullscalesolutions.com.
Full Scale Solutions is an equal opportunity employer.
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