Director, Customer Service

Director, Customer Service

Do not wait to apply after reading this description a high application volume is expected for this opportunity.

JustFab is looking for a Director, Customer Service to build out a customer service function and processes to improve our customer metrics and business. This is a high impact role with an opportunity to influence a key function to our business.

This role is expected to own the development of customer service processes and strategies and be a thought leader for customer service technology and automation with our Asia technology hub. Success in the role includes developing new strategies and processes to service customers quickly, reduce costs, and reduce customer attrition.

The ideal candidate is highly analytical and skillful in formulating data-driven decisions, comfortable navigating systems, and self-directive in the face of ambiguity to make progress.

What You Will Do :

• Develop a vision and strategy for the customer service function leveraging capacity in our Asia tech hub and external vendors.
• Collaborate with Asia Tech Hub on technology and digital evolution of the customer service function including agent management and new technology.
• Create and evaluate SOPs on contact flow and write business rules.
• Lead and manage an external contact center including staffing levels.
• Develop core KPIs and strategies to achieve KPIs based on retention rates, save a sale, etc.
• Set and manage customer service center budgets.

What You Bring :

Experience :

Compensation & Total Rewards :

At JustFab, we believe work and life should fit together! We continue to build a culture of flexibility to empower you to do your best and put yourself first. Our Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at JustFab includes :

The annual base salary range for this position is from $128,100-$150,000 . The range provided includes the base salary that JustFab expects to pay for the role. Offered base salary will be dependent on factors including the scope and complexity of the role, candidate’s related work experience, subject matter expertise, and work location.

About TechStyleOS

TechStyleOS is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids. With capabilities spanning technology, data science, supply chain management, fulfillment, customer service, and more, we help brands launch, scale, and grow—across product categories and geographically.

JustFab LLC, ShoeDazzle, LLC, Personal Retailing Inc. (d / b / a FabKids) is an equal opportunity employer. We recruit, employ, compensate, develop, and promote regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, and other protected status as required by applicable law.

We encourage you to apply regardless of meeting all qualifications and / or requirements.

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Salary : $128,100 - $150,000