What are the responsibilities and job description for the Head of Customer Service position at Blackbird Recruiting?
Head of Customer Service & Experience
Hybrid - Lakewood NJ area
70,000 - $90,000
Our client is seeking a highly skilled and dynamic Head of Customer Service & Experience to lead and oversee our customer service operations and the overall customer journey. The ideal
candidate will be responsible for driving excellent customer service standards, managing a team based in the Philippines, and ensuring a seamless and exceptional experience from the moment
customers receive our product to their ongoing journey with our brand. This is a key leadership role that will directly impact customer satisfaction and retention.
Key Responsibilities :
- Customer Outreach & Engagement : Lead customer outreach initiatives and ensure timely and effective communication with customers, addressing concerns, inquiries, and feedback.
- Customer Service Team Leadership : Manage and develop a team of customer service agents based in the Philippines. Provide leadership, coaching, and mentorship to ensure a high-performing and motivated team.
- Metrics & Performance Monitoring : Oversee key performance metrics such as email response rates, customer satisfaction scores, and resolution times. Use data-driven insights to continually improve team performance and customer experience.
- Quality Assurance & Communication Standards : Ensure that the customer service team consistently meets quality standards in communication and problem resolution. Review the language, tone, and effectiveness of customer interactions to ensure
alignment with brand voice and high-quality service delivery.
Work cross-functionally to ensure that customer insights are integrated into product, service, and marketing strategies.
Qualifications :
Salary : $70,000 - $90,000
