Director of Customer

3 weeks ago

Thousand Oaks, United States VS Media Full time

**Director of Customer & Client Support**

Founded in June 1996, VS Media is an industry leader specializing in highly interactive, high-traffic, live video chat websites. Spanning the globe with over 200 million visitors per month and 80 million ads per day, we provide a platform for adults to discover new kinds of interactive content through live video and chat services. Our size and scale stretches across every continent, delivering powerful technology to enhance our clients’ online presence. From streaming live video to billing solutions to gamification development, we leverage the latest technology to provide the best digital experience possible

**Job Summary**

**Duties and Responsibilities**
- Lead and manage the support services team, providing training, mentorship and guidance
- Develop and execute comprehensive support strategies aligned with the company's objectives, focusing on enhancing customer & client satisfaction, retention, and loyalty
- Champion a customer-centric mindset, emphasizing the importance of delivering personalized and empathetic support experiences
- Oversee the implementation of best practices for incident management, ticket resolution, escalation processes and develop contingency plans and protocols to address and resolve escalated issues and crises effectively
- Establish, analyze, and learn from key performance indicators (KPIs) and metrics to measure the effectiveness of customer support operations, with the goal of continuing to improve support services and ensure quality service that adheres to company policies and procedures and reflect industry best practice
- Oversee the compliance functions of the support departments, ensuring that they continue to support the Company’s legal and regulatory obligations
- Coordinate with other departments ensuring support services remain aligned with the requirements and needs of the overall business

**Requirements and Qualifications**
- Bachelor’s degree in business, marketing, or related field
- 5+ years of experience in customer service preferred
- Proven track record of managing customer service teams
- Excellent communication, problem-solving, and organizational skills
- Knowledge of customer service software and systems
- Able to work independently and as part of a team
- Positive attitude with a commitment to providing excellent customer service

**Compensation**

Compensation includes an attractive 401K. Health insurance (medical, dental, and vision) is also provided. Full details will be made available during an interview.

For consideration please send along your resume, and salary requirements.

We will consider qualified applicants with a criminal background.

Principals ONLY
- CCPA Notice at Collection for California Employees and Applicants_
- Effective Date: January 1, 2023_
- Drafted and Updated: October 27, 2022_
- VS MEDIA, INC. collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:_
- _ Identifying information, such as your full name, gender, date of birth, and signature._
- _Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status._
- _Dependent's or other individual's information, such as their full name, address, date of birth, and Social Security numbers (SSN)._
- _National identifiers, such as SSN, passport and visa information, and immigration status and documentation._
- _Educational and professional background, such as your work history, academic and professional qualifications, educational records, references, and interview notes._
- _Employment details, such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records._
- _Financial information, such as banking details, tax information, payroll information, and withholdings._
- _Health and Safety information, such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information._
- _Information Systems (IS) information, such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks._
- _Sensory or surveillance information, such as COVID-19 related temperature checks and call monitoring and video surveillance._
- The Company collects Personal Information to use or disclose as appropriate to:_
- _Comply with all applicable laws and regulations._
- _Conduct background checks._
- _Manage your employment relationship with us, including for:_
- _onboarding processes;_
- _timekeeping, payroll, and expense report administration;_
- _employee benefits administration;_
- _employee training and development requirements;_
- _the creation, maintenan

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