SUMMARY
The Director of Customer Success and Support will lead and oversee all aspects of our support operations, ensuring a seamless experience for clients. You will be responsible for managing a team that delivers premium customer service, providing expert fit advice, and utilizing technology to streamline processes. This is a hands-on role, ideal for someone with deep expertise in call center operations, workflow optimization, and Zendesk.
RESPONSIBILITIES
- Lead and develop a team of support agents, ensuring a high standard of performance and customer satisfaction.
- Foster a culture of excellence, empathy, and continuous learning within the team.
- Oversee day-to-day operations of the support center, ensuring optimal efficiency and adherence to high service standards.
- Develop and track Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR) to measure and enhance team effectiveness.
- Use KPIs to identify areas for improvement and implement actionable strategies to continuously optimize performance.
- Design and implement workflows, macros, scripts, and playbooks to improve the efficiency of support processes and ensure consistency in service.
- Develop tailored support and fit advice scripts that reflect the brand's luxury positioning.
- Utilize Zendesk for ticketing, customer interactions, and reporting; configure and optimize Zendesk, workflows, automations, and triggers to enhance the customer experience.
- Implement and manage self-service options using Zendesk’s capabilities to empower users.
- Ensure support team is equipped to provide expert advice, including training agents on the intricacies of our product line and best practices for providing high-touch service.
- Monitor customer interactions and KPI metrics to ensure that service standards are being met, particularly for fit and styling advice.
- Develop and deliver training programs to enhance support team members’ knowledge on product, fit, styling techniques, and customer engagement strategies.
- Create onboarding programs for new hires to ensure they are well-prepared to support the brand clientele.
- Collect and analyze data on customer interactions to identify areas for improvement in service delivery.
- Regularly review KPIs and provide reports with insights and recommendations to senior management.
- Lead initiatives to refine processes, enhance agent productivity, and elevate the overall customer experience.
QUALIFICATIONS
- 8+ years of experience in customer support, preferably in a high-end retail or service industry, with at least 4 years in a leadership role.
- Bachelor’s degree in Business, Communications, or related field preferred; relevant experience will also be considered.
- Proven experience with Zendesk, including workflow creation, automation, and reporting.
- Hands-on experience creating call center scripts, workflows, macros, and playbooks.
- Experience leading teams in a call center or customer support setting, ideally for a luxury or high-touch brand.
- Strong leadership and people management skills with the ability to inspire and motivate a team.
- Deep understanding of call center operations, KPIs, metrics, and best practices.
- Excellent problem-solving skills, with a focus on optimizing workflows and enhancing customer experience.
- Exceptional communication and interpersonal skills.
- Ability to analyze performance metrics and use data to drive improvements.
