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Director of Customer Care

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Grand Rapids, United States Atrium Home Services Full time

The Director of Customer Care and Support will drive data-driven strategies and initiatives, enable lead conversion efficiency, optimize the post-purchase experience, and enhance customer satisfaction and loyalty . This role is crucial in elevating our customer journey to the next level and driving long-term growth through lead conversion, KPI-focused customer experience measurements, customer engagement technology, and long-term customer satisfaction & loyalty. Key Responsibilities: Develop and Implement New Initiatives: Develop a strategy to implement a customer service center of excellence Evaluate leadership and support structure to improve skill and productivity of team members Enable 24/7 and surge capacity support schedule to support after hours and peak call handling Establish a strong base of CX analytics and systems Optimize Customer Support Operations: Implement data-driven strategies using ServiceTitan CRM and/or phone system technologies to improve efficiency Develop and track KPIs to measure and enhance customer experience and identify revenue opportunities Drive Customer Engagement: Leverage Loyalty Program to create long term customer value Determine optional execution of promotions and other customer engagement strategies Measure NPS/Google Reviews and ensure a high level of customer satisfaction Lead and Manage the CX Team: Oversee a team including Customer Support Agents, Leads, and Training resources. Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and foster an environment which promotes individual growth and team performance. Enhance Post-Purchase Experience: Improve use/training resources, assembly process, referral programs, review collection, and product discovery to enhance customer satisfaction and drive loyalty and referrals Collaborate with Marketing, Operations and other functions to implement solutions Customer Feedback Loop: Collect, analyze, and act on customer feedback to continuously improve value of products and services. Triage customer satisfaction and lead conversion challenges for improvement. Continuous Learning: Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new evidence-based insights and best-in-class practices to create a competitive advantage. Qualifications: 5+ years of experience in customer experience management within a direct-to-consumer (D2C) eCommerce environment, with a proven track record of driving customer engagement and satisfaction. Strong background in using data analytics to drive customer experience improvements and revenue growth. Proficiency with CRM systems such as Service Titan Experience in developing and executing KPI-driven strategies. Demonstrated ability to lead and expand omnichannel customer support teams, though the primary focus is on strategic growth rather than day-to-day management. Experience working with cross-functional teams and managing projects involving multiple stakeholders. Strong analytical, collaborative, problem-solving, and communication skills. Experience with using dashboards and reports to monitor KPIs and drive key performance outcomes Technical Skills: Experience with CRM systems with integrated customer engagement/communication tools Experience with inbound phone technology and emerging customer interaction technologies Educational Background: Bachelor’s degree in business, marketing, or commensurate experience in a B2C home services organization Experience: Minimum of 7+ years experience in a call center operation #J-18808-Ljbffr