Director of Customer Care

Goldco is seeking a dedicated Customer Care Director to join our growing team.

This role is accountable for delivering a world class customer experience aligned with the Goldco brand and values. We are looking for a high energy leader, who will grow and develop our Customer Care department.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Manages Customer Care team of 8-10 team members.

• Develops and executes customer experience strategies and initiatives to optimize customer retention, and maintain customer satisfaction.

• Works closely with Sales and Marketing to understand the industry related challenges of the customer.

• Ensures that the Customer Care team understands and is trained in how to provide the highest level of customer service.

• Develops Customer Care training materials and educational programs that maximize product understanding and customer satisfaction.

• Works with Marketing and Sales to craft customer notifications and communications across all channels.

• Collaborates with Operations to define rules and processes to improve the outcome for customer transactions.

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent organizational and communication (oral, written, and presentation) skills.

• Ability to apply expertise, knowledge, and professional concepts to quickly resolve critical customer issues.

• Maintains and promotes an environment in which customers are happy and proud to do business with Goldco.

• Provides an environment that fosters innovation and supports alternative approaches that lead to new and improved processes.

• Works to develop the team to increase their competence and confidence; eliminates barriers and provides needed resources and support for personal and professional growth.

• Aligns people, processes, information systems, and structure to achieve a strategic result; ensures that expectations are clear, priorities established, focus maintained, and tough decisions addressed; works to gain commitment and buy-in from the team.

EDUCATION, TRAINING AND EXPERIENCE:

• Bachelor’s degree or equivalent experience

• 10 years’ experience within a Customer Service department, with a minimum of 5 years’ experience as a supervisor, or management responsibility over customer support

• Proven track record of meeting established goals for service, compliance, productivity and quality of work

• Highly analytical, with a results oriented KPI-driven approach

• Strong leadership skills

PERKS/BENEFITS:

• Health benefits and 401k available after 90 days

• Accrued paid time off; paid holidays.

• Access to company Suite and events at Crypto.com (Staples Center) Arena

• Friendly office culture and atmosphere! Coffee bar, snacks, office lunches/gatherings

• Potential for advancement! We are a rapidly growing organization

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position at least 75% of the time.

• Constantly operates a telephone, computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Must be able to effectively communicate with co-workers, customers and other third-parties.

Equal Opportunity Employer: Goldco supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. Goldco does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.

Job Type: Full-time

Pay: $85,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Experience:

• Customer relationship management: 8 years (Preferred)
• Leadership: 5 years (Preferred)

Work Location: One location