Role Overview
The Director of Customer Experience leads one CX function across our Hanover, MD and Bremerton, WA teams and our offshore associates, setting the service standard for every customer interaction.
What You Will Do
You will move our help desk to HubSpot Service Hub, coach the team, and shift us from closing tickets on first reply to resolving them. You will also use AI to cut avoidable contacts, own complaints end to end, and give the business a data-backed view of what customers are telling us.
Why It Might Be a Fit
You will report to the Chief Operating Officer and supervise roughly 11 people, including two on-site CX leads and the offshore team.
Requirements
- 8+ years in customer experience, customer service or support operations, including 4+ years leading managers or team leads.
- Experience running a multi-site or distributed service team, including offshore associates, in a B2B or omnichannel ecommerce business.
- A track record of measurably improving first response time, resolution time, backlog and customer satisfaction, and of being accountable for those numbers at the executive level.
- Bachelor’s degree in business, communications or a related field, or equivalent experience.
To apply for this job please visit paycomonline.net.
Follow us on social media