Customer Service Strategy Leader

1 week ago


Los Angeles, California, United States Jobot Full time

A highly skilled Director of Training and Customer Experience is sought to lead the customer service department at Jobot. With a passion for delivering exceptional customer service, this individual will be responsible for developing and implementing a strategic customer service plan that aligns with the company's objectives.

Key Responsibilities:
  • Develop and implement a comprehensive customer service strategy that enhances customer satisfaction and drives business growth.
  • Lead, mentor, and inspire the customer service team to deliver outstanding service, ensuring that all customer inquiries and complaints are handled promptly and effectively.
  • Foster strong relationships with customers, acting as the primary point of contact for key accounts and maintaining open lines of communication to keep them informed about order status and any potential issues or delays.
  • Analyze customer service data and KPIs to identify trends, monitor performance, and develop strategies for improvement.
  • Design and deliver training programs for the customer service team to equip them with the necessary skills and knowledge to perform their roles effectively.
  • Establish and maintain policies and procedures that ensure a high level of customer service is consistently delivered.

The ideal candidate will have 5+ years of experience in a similar role and a deep understanding of customer service metrics. A Bachelor's degree in Business Administration, Marketing, or related field is required. Strong analytical skills, proficiency in using customer service software and tools, and a proven track record of developing and implementing effective customer service strategies are essential.

Salary:

$100,000 - $150,000 per year, depending on experience.



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