Vice President of Customer Service

Job Summary
We are seeking a dedicated and experienced Director of Customer Service to lead our customer support team and enhance our client services. The ideal candidate will be responsible for developing and implementing customer service strategies that ensure exceptional service delivery, foster client satisfaction, and drive operational excellence. This role requires strong leadership skills, a commitment to quality service, and the ability to manage a diverse team effectively.

Responsibilities

• Oversee the daily operations of the customer service department, ensuring high-quality support for clients.
• Develop and implement customer service policies and procedures that align with company goals.
• Train, mentor, and evaluate customer service representatives to enhance their skills in client interaction and problem-solving.
• Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes.
• Foster a positive team environment that encourages collaboration, accountability, and continuous improvement.
• Handle escalated customer complaints and provide effective resolutions in a timely manner.
• Collaborate with other departments to ensure seamless communication and support for customers.
• Stay updated on industry trends and best practices in customer service.

Experience

• Proven experience in a customer service leadership role or similar position.
• Strong understanding of customer support processes and best practices.
• Excellent communication skills in English; multilingual or bilingual abilities are a plus.
• Proficiency in office software and computerized systems relevant to customer service operations.
• Demonstrated ability to manage teams effectively while maintaining high levels of employee engagement.
• Strong phone etiquette and interpersonal skills to interact positively with clients.

We welcome candidates who are passionate about delivering outstanding customer experiences and possess the necessary skills to lead our team towards success.

Job Type: Full-time

Pay: $129,937.00 - $144,059.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Scotts Valley, CA 95066 (Required)

Ability to Relocate:

• Scotts Valley, CA 95066: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Scotts Valley, CA 95066

Salary : $129,937 - $144,059