At Soothe, customer first is our most important core value, and our Customer Service team is on the frontlines of delivering the best possible experience to our customers.
We are hiring a Director of Customer Service to lead our Customer Service function.
You will lead an internal team and outsourced BPO vendor, balancing empathy, technology, operational effectiveness, and creative problem solving to build customer satisfaction and loyalty.
We are an on-demand wellness platform.
Our customers consist of clients, licensed Providers, and business partners.
You will play a particularly critical role in building our relationship with the Provider community and help drive their success on the platform.
As an expert on customer experience and sentiment, you will serve as the voice of the customer, advocating for product and operational solutions to drive business results.
You will also manage event and partnership operations, product fulfillment operations, trust and safety, as well as compliance operations.
You will report to the COO and be a key operations and business leader at an exciting company delivering wellness to the world.
What you will do: * Oversee the Customer Service function (BPO and internal team members) to drive our “customer first” value by providing exceptional experiences across all support channels (phone, chat, text, email, social media).* Manage BPO vendor relations, performance, and budget to efficiently deliver the best customer experience possible* Develop and coach team members to set them up for success in their roles and career.
Build a positive, growth oriented culture.* Build and continuously improve operating standards, training, and quality assurance to ensure service and process excellence* Own trust & safety function to provide a safe and trustworthy experience to customers* Manage business operations, including event, partnership, and product fulfillment* Ensure operational compliance with national and local regulations, internal standards, and client/vendor requirements* Serve as customer advocate to the business, providing internal teams with customer feedback and insights to improve our product and operations* Work cross-functionally and leverage customer insights, team feedback, and data to develop and execute on strategic projects to grow the business.
Assess the operational and financial impact of your decisions.
Iterate to build scalable and impactful solutions.
You will be successful if you possess the following: * 3+ years of experience managing call center teams and operations* Experience managing outsourced customer service BPOs* Demonstrated ability to lead, train, and develop a team* Proficient in operational process development/improvement and complex project management * Proven track record of creative problem solving and cross-functional collaboration to develop as well as execute on action oriented plans, driving business results* Strong ability to make data-driven decisions; familiar with key analytical tools, e.g.
spreadsheets (Google Sheets, Excel), business intelligence tools (Periscope, Tableau)* Ability to thrive in a fast-paced, entrepreneurial, ambiguous, and technology driven environment* Experience managing trust & safety matters is a plus Perks!
* 100% remote work environment* Unlimited vacation* Complimentary wellness services* Medical/Dental/Vision that cover you, your dependents, and your spouse/domestic partner* Life Insurance* Long and short term disability* Paid Parental Leave About Soothe: Founded in 2013, Soothe has quickly become the largest and most popular mobile wellness provider in the world.
Started as a way to make getting a massage more convenient, Soothe has evolved into a highly-respected, tech-driven company with a mission to bring wellness to the world.
Soothe helps people by matching clients with the best wellness and personal care services professionals who meet their personalized needs.
Currently available in over 70 major cities across the US, UK, Ireland, Canada, and Australia, Soothe partners with over 15,000+ independent, licensed and certified wellness providers and salon professionals.
Soothe also helps some of the world’s largest companies prioritize employee wellness as a part of their corporate benefits programs.
Soothe at Work has partnered with the likes of Twitter, WeWork, Slack, Airbnb, Salesforce, and even sports teams like the Orlando Magic, NY Knicks, Florida Panthers, and the San Jose Sharks, to give employees access to massage and wellness services.