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VP of Customer Success

3 months ago

Denver, United States Autowash Management LLC Full time
Job DescriptionJob DescriptionDescription:

Autowash is a premier car wash chain dedicated to delivering superior touch-free and self-serve car washing experiences. Our commitment to customer satisfaction is embodied in our "Fix it plus one" motto, ensuring customers leave better than they came.


Position Overview: We are seeking a passionate and dynamic VP of Customer Success to join our team in Denver. This executive role is crucial to our mission of providing exceptional customer service and ensuring every customer interaction is handled with enthusiasm, empathy, and efficiency. The successful candidate will lead a team of support staff and a junior manager, oversee all customer communications, and drive continuous improvement initiatives.


Key Responsibilities:

  • Lead and manage a team of 8-10 customer success support staff and a junior manager.
  • Ensure all customer communications (phone calls, voicemails, text messages, emails, reviews, chat bots, etc) are handled promptly, politely, and enthusiastically in alignment with brand standards.
  • Ability and desire to step in and support team as needed to ensure success
  • Design, Implement and embrace AI technology within the department to enhance customer service.
  • Develop and coach the junior manager and support staff to improve their skills and performance.
  • Analyze communication data to identify improvement areas and develop strategic plans.
  • Contribute to the overall goals of Autowash by creating and implementing strategies for company growth.
  • Rotate overnight call support responsibilities with the success management team.
Requirements:

  • Proven experience in a customer success or customer service leadership role.
  • Strong empathy and excellent communication skills.
  • Ability to handle irate and frustrated customers with patience and sincerity.
  • Tech-savvy and excited about implementing AI technologies.
  • Strong organizational and multitasking skills.
  • Experience in coaching and developing team members.