Customer Service Director

6 days ago

Los Angeles, California, United States Ruggable Full time

About Ruggable

Ruggable is a rapidly growing e-commerce company that is disrupting the home goods industry with its innovative 2-Piece Rug System. Our patented solution offers a stylish, convenient, and affordable solution for residential rugs, making us a leader in the market.

Job Summary

The Customer Care Supervisor will be responsible for overseeing the day-to-day operations of the Customer Care Team, ensuring exceptional customer experiences across all channels. This leader will drive the growth and performance of the team, while maintaining and optimizing various customer touchpoints.

Key Responsibilities

  • Develop and execute a team deployment strategy to meet target service level agreements (SLAs)
  • Actively manage and oversee customer requests across all channels, including email, phone, and chat
  • Schedule and allocate teams across channels based on actual demand
  • Lead hiring efforts to staff team needs based on forecasted ticket demand
  • Develop and implement performance management initiatives
  • Manage escalations raised by Team Leads and respond directly to customer questions and complaints
  • Foster a culture of professionalism, creativity, ownership, and customer advocacy
  • Conduct Team Lead performance management reviews
  • Keep all platforms and applications up to date when there are team changes
  • Periodically evaluate the fit and benefit of currently used tools, applications, and platforms
  • Support pilots of new tools, applications, and platforms
  • Collaborate with other functions to stay up to date with customer service policies, product knowledge, and operational procedures
  • Develop and implement strategies to improve internal practices and processes and build the knowledgebase of policies, procedures, and best practices
  • Use customer data to drive improvements throughout usage of existing and new tools, policies, and procedures

Requirements

  • Excellent written and verbal communication skills, especially in customer-facing engagement
  • Prior experience with managing a team
  • Impeccable attention to detail
  • Scrappiness and resourcefulness, with the ability to tackle problems
  • Leadership that drives the best out of others and establishes credibility as a trusted partner and doer
  • Experience with ZenDesk
  • Experience with multi-channel customer support

Preferred Qualifications

  • Experience with consumer packaged goods (CPG) or retail
  • Experience in a fast-growing organization
  • Experience with implementation of digital tools for customer service

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