Director of Customer Support / Customer Experience Advocate

Smule   •  

San Francisco, CA

5 - 7 years

Posted 272 days ago

This job is no longer available.

The Director of Customer Service/Customer Experience Advocate position is primarily responsible for creating and ensuring effective customer service for any and all customers by utilizing self-help, automation, and in-depth knowledge of our applications. This position will work with our awesome team to further the work accomplished in creating a world class experience.

Must have:

  • Develop and implement guidelines and policies
  • Responsible for the development and training of all CEA team members
  • Oversee the process to ensure the customer experience and customer concerns are translated to all departments
  • Implement laws and regulations within the CEA process
  • Responsible for effective resolution of customer issues
  • Responsible for escalation and action on all critical issues
  • Design and implements procedures required for the effective and efficient operation of the CEA team
  • Assist in the troubleshooting and resolution of major issues effecting our customers

These are good too:

  • 5+ years of leading and building a successful CS team
  • In-depth knowledge of any and all regulations regarding customer support and communication, from privacy to GDPR
  • Must be customer focused
  • Incredibly proficient in all communication mediums
  • Leader who understands that the team is what builds success
  • Must be flexible