Customer Care Director

3 days ago

Doral, Florida, United States Canela Media Inc. Full time
About the Role

Canela Media Inc. is a rapidly growing media and entertainment company in the United States and Latin America. We are seeking an experienced and visionary Director of Customer Care to lead our customer service department.

Key Responsibilities
  • Develop and implement customer care strategies and initiatives that align with company goals and enhance the overall customer experience.
  • Lead and manage the customer care team, including hiring, training, and performance management.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service operations and identify areas for improvement.
  • Oversee the resolution of complex and escalated customer issues, ensuring timely and satisfactory resolution.
  • Collaborate with other departments (e.g., Product, Technology, Marketing) to address customer feedback, improve service delivery, and influence product development.
  • Implement and optimize customer service tools, technologies, and processes to improve efficiency and service quality.
  • Analyze customer feedback and service metrics to drive continuous improvement and innovation.
  • Develop and manage the customer care budget, ensuring resources are allocated effectively.
  • Stay informed about industry trends and best practices to keep our customer care operations at the forefront of the industry.
Requirements
  • Bachelor's degree in Computer Science, Management Information Systems, Business Administration, Management, or a related field; MBA or equivalent advanced degree preferred.
  • Fluent in Spanish and English is required.
  • Proven experience (7+ years) in a senior customer service or customer care leadership role, preferably within the OTT streaming or media industry.
  • Strong understanding of customer service principles, practices, and technologies specific to the OTT sector.
  • Prior leadership experience in a media company.
  • Prior experience supporting Rewards and/or customer retention programs is highly desired.
  • Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
  • Experience with CRM systems, customer support platforms, and data analysis tools.
  • Knowledge of OTT streaming technologies and trends is highly desirable.
  • Strong knowledge of Project Management methodologies; Agile Scrum is preferred.

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