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Head of Customer Support Operations

2 months ago

Parker, Colorado, United States Streamline Brands Full time
Job Overview

Company Background:

Streamline Brands is a prominent entity in the realm of aquatic education, specializing in swim instruction and water safety for individuals of all ages. With a robust network of over 170 swim schools throughout the United States, we operate under various esteemed brands such as SafeSplash, Saf-T-Swim, SwimLabs, AquaKids, Miller, and Swimtastic. As a part of Youth Enrichment Brands, we are dedicated to providing enriching experiences to over 1,000,000 children each year through camps, leagues, and classes. Our organization is in a phase of significant growth, both organically and through strategic acquisitions.

Position Summary:

The Head of Customer Support Operations will spearhead a dedicated team of more than 50 professionals, ensuring exceptional support for families seeking swim education. We are in search of a data-driven, innovative, and methodical leader who thrives on problem-solving. Reporting directly to the Senior Vice President of Support Operations, this role encompasses overseeing the processes and metrics involved in onboarding potential customers who reach out to our center, as well as addressing inquiries from existing clients, such as scheduling make-up lessons. Furthermore, this position will manage the team responsible for customer billing and fee collection. The ideal candidate will possess a proven history of leading large teams to deliver outstanding customer service, enhance customer satisfaction, cultivate high-performing sales and service teams, and achieve financial and business development objectives. This role is remote, with a preference for candidates located in the Denver area.

Key Responsibilities:

  • Develop and execute innovative strategies to efficiently manage inbound inquiries while ensuring measurable outcomes.
  • Focus on continuous enhancement of processes to deliver superior customer satisfaction and results.
  • Lead a team of customer service and billing representatives, fostering an environment of trust and collaboration to meet individual and team objectives.
  • Instill a customer-centric culture that emphasizes the importance of mastering essential life skills within the Customer Support Center.
  • Collaborate with managers in the Customer Service and Billing teams for recruitment, training, performance appraisal, and employee recognition.
  • Set and implement sales and retention goals for new clientele.
  • Provide insights on long-term technical solutions and optimal systems to achieve operational excellence.
  • Maintain professional communication with franchisees and company-owned leadership.
  • Work alongside other leaders and cross-functional teams to establish exemplary service, sales, and billing practices, supported by the necessary technology.

Qualifications:

  • A minimum of five years in a leadership role within customer support operations.
  • Experience in establishing and managing KPIs for customer support functions.
  • Strong analytical capabilities to interpret data and evaluate performance through key metrics.
  • A solid track record of achieving service and financial outcomes.
  • Proactive approach and a drive to innovate operational strategies.
  • Professional demeanor, exhibiting friendliness and courtesy in all interactions.
  • A sense of urgency and dedication to organizational goals.
  • Exceptional leadership abilities, including motivation, organization, planning, problem-solving, and decision-making skills.
  • Outstanding verbal and written communication skills.
  • Ability to manage confidential and sensitive information with discretion.
  • Meticulous attention to detail and commitment to quality assurance processes.
  • Capability to work collaboratively in a team-oriented environment with a focus on client service.

Preferred Qualifications:

  • Over 10 years of experience in contact center leadership.
  • Familiarity with workforce management practices.
  • Experience in scheduling-related contact center operations.
  • Knowledge of AI-driven technologies applicable to contact centers.
  • Experience supporting remote teams.
  • Background in managing vendor partnerships.