Customer Experience Director

1 maand geleden

Maastricht, Limburg, Nederland DTC Jobs Voltijd
Job Title: Customer Experience Director

Estimated Salary: $110,000 - $140,000 per year

Company Overview:

DTCjob.com is a private community directly connected with over 200 hot DTC e-commerce companies. Our mission is to build in-house teams for these companies by connecting top-tier talent with the right opportunities.

Job Description:

We're looking for an experienced Customer Experience Director to manage, coach, and develop a team of customer support representatives. As a key member of our team, you'll analyze customer service processes and workflows to improve efficiency and customer satisfaction.

  • Team Leadership: Manage, coach, and develop a team of customer support representatives, setting clear performance goals and providing ongoing feedback.
  • Process Improvement: Analyze customer service processes and workflows to improve efficiency and customer satisfaction.
  • Customer Relations: Handle escalated customer issues and complaints, ensuring timely and effective resolution.
  • Performance Monitoring: Track team performance metrics (e.g., response time, customer satisfaction) and implement improvements as needed.
  • Collaboration: Work cross-functionally with product, sales, and operations teams to address customer needs and feedback.
  • Training & Development: Organize training programs for new hires and continuous learning for current team members.
  • Quality Assurance: Monitor customer interactions to ensure adherence to company standards and service protocols.
  • Reporting: Prepare and present regular reports on customer service performance, feedback, and improvement initiatives to senior management.
  • Technology & Tools: Oversee the implementation and maintenance of customer service tools (e.g., ticketing systems, chatbots) to optimize support.
Requirements:

To succeed in this role, you'll need:

  • Education: Bachelor's degree in Business, Communications, or related field preferred.
  • Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a management or supervisory role.
  • Skills:
    • Strong leadership and team management abilities.
    • Excellent communication and interpersonal skills.
    • Ability to handle high-pressure situations and resolve conflicts efficiently.
    • Proficient in customer support software (e.g., Zendesk, Salesforce).
    • Data-driven mindset with the ability to analyze metrics and drive improvements.
  • Personal Attributes: Empathy, patience, problem-solving orientation, and a customer-first mindset.
Benefits:

As a valued member of our team, you'll enjoy:

  • Extensive Network: Exposure to state-of-the-art strategies, tactics, and processes in the DTC space by our extensive network.
  • Verified Companies: We verify each of our companies to ensure they are ready for a hire and can provide you with secure and legitimate opportunities.
  • Secure Payments: We verify all of the payment arrangements through us to be secure so you don't have to risk getting scammed.
  • Direct Talent Matching: We handpick the best opportunities according to your profile and directly connect you with companies, cutting down the lengthy process of hunting for a job.
  • Community & Networking: In placing, you will be part of a very exclusive community that will grant continued access to connections for limitless networking opportunities.
  • Retention Program: Once placed, we go the extra step in making sure you retain the job and have long-term relationships with our clients for further growth and more.

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