What are the responsibilities and job description for the Director of Customer Care position at S.M.A.R.T. Lab?
Are you a dynamic, collaborative leader with a passion for driving alignment and building strong, cohesive teams? SmartLab is looking for a Director of Customer Care who will inspire and guide our teams toward shared success while championing a customer-centric approach to K-12 schools. In this leadership role, you'll cultivate a culture of collaboration, empower your team to achieve impactful results, and guide the development of scalable initiatives that support SmartLab's long-term growth. Your ability to build consensus and align diverse teams around common goals will be key to shaping our future and delivering exceptional experiences for our customers.
Duties & Responsibilities
- Own and manage the vision for supporting SmartLab products at different stages of customer maturity across customer types and across the country.
- Build and maintain a high-performing Customer Care organization, developing a solid team that consistently delivers quality proactive support to customers.
- Track and improve progress against team performance metrics by implementing repeatable processes, systems, and reporting cadences.
- Provide accurate renewal, upsell, and cross-sell forecasts, identify churn risk, measure customer satisfaction, and enable data-driven decision-making.
- Guide the Customer Care team on best practices for customer engagement, ensuring focus on priorities and adjusting as necessary to meet core objectives.
- Provide leadership to the Technical Support team, ensuring excellent customer support.
- Collaborate with cross-functional leaders to ensure Customer Care's efforts align with company strategy and key initiatives.
- Work with other departmental leaders to share insights and trends that influence company-wide changes and foster agility in creating value for customers.
- Oversee the hiring process for new team members, ensuring effective onboarding and training to support their success.
- Provide ongoing coaching and own performance management for team members, promoting continuous improvement and professional growth.
- Assist in the development and maintenance of technical and troubleshooting documentation for internal and customer use.
- Handle escalated technical and customer issues both internally and externally, ensuring prompt resolution.
- Collaborate with other leaders to analyze customer struggles, contributing to the development of solutions that enhance the customer experience.
- Travel up to 25%.
Requirements
Benefits
Salary : $110,000 - $130,000