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Director, Customer Care - Automatic
Sirius XM
San Francisco, CA, United States
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Position Summary:
The Director of Customer Care will be responsible for leading and creating an exceptional customer experience. This can be accomplished with a balance of collaboration with Automatic's product, design and engineering teams while representing the voice of the customer and relevant partners.
Duties and Responsibilities:
• Lead, develop and coach the Customer Care team, including but not limited to the following:
◦ Deliver on customer care specific goals, KPI's and and metrics.
◦ Provide exceptional customer experience.
◦ Act as a megaphone for customer feedback to the entire company, sharing relevant and actionable qualitative and quantitative content and data.
◦ Act as a point of escalation for customers issues and are driven to ensure customer issues are addressed immediately.
◦ Collaborate with the Customer Care team and oversee the creation of all support content.
• Work with Product and Marketing teams to reinforce and support product updates and new product launches/ plans.
• Coordinate with internal stakeholders in supporting customer needs.
• Evaluate, implement, and maintain the tools used by the Customer Care team, and support ongoing projects and initiatives.
• Maintain relationships with the vendors of Customer Care's tools.
• Develop and deliver weekly/monthly customer metrics reporting.
• Manage Customer Care team, including onboarding and training new team members, developing existing staff and hiring as applicable.
• Act as a bridge-builder with other functions of the company, understanding the importance of open communication and alignment with Marketing, Product, and Engineering.
• Participate on the Automatic Leadership Team, as needed, keeping senior management informed of high-level concerns and representing the voice of the customer in business and product deliberations.
• Participate in the enterprise partner programs:
◦ Work with the Enterprise Program team and enterprise support agents from the Customer Care team in ensuring that the support models are defined properly, training materials are in order, support metric reporting is implemented and programs are going smoothly from a support perspective.
◦ Communicate with partner representatives as needed, particularly in the planning and launch phases of new programs.
Supervisory Responsibilities:
• Lead and manage a team of customer care specialists.
Minimum Qualifications:
• Bachelor's degree and/or equivalent combination of education and experience.
• 8+ years of experience in consumer support and/or support operations, preferably in consumer technology companies.
• 4+ years of managerial experience.
• Tech-savvy: familiar with Google Docs, Slack, and other web-native tools; know your way around mobile apps and understand the world of mobile app development.
• Experience with online community and social media.
• Experience with customer support software such as Zendesk, Desk.com or Salesforce, preferably Zendesk.
Requirements and General Skills:
• Excellent communicator with experience presenting to senior management.
• Results-driven: building reports and making data driven decisions is second nature.
• Employ a mentorship mentality to managing team members.
• Must have access to a vehicle so that you can test our products.
• Bonus if you're an IoT and/or car geek.
• Model accountability, creativity, resourcefulness and team building.
• Good public speaking and presentation skills.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to focus on meticulous attention to details; strong organization skills.
• Ability to project professionalism over the phone and in person.
• Commitment to internal and external client and customer service principles.
• Able to take initiative and follow through on projects to completion.
• Spelling, grammar, proofreading and editing skills.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
Technical Skills:
• Google Docs, Slack and other web native tools.
• Online community and social media.
• Customer support software such as Zendesk, Desk.com or Salesforce; Zendesk preferred.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.