???? Mastermind.com, created in partnership by Dean Graziosi and Tony Robbins, is the #1 online platform for people looking to market and monetize their knowledge base. We are dedicated to redefining "Self-Education" through our innovative platform which integrates Education, Entertainment, Implementation, and Community.
Job Overview:
We are seeking an experienced and driven Director of Customer Service with a strong background in running and building technical support teams. This role is pivotal in shaping and executing our customer-centric vision, ensuring our support services are robust, efficient, and highly responsive to all technical and service needs of our clients.
The ideal candidate will excel in creating and maintaining a white-glove support experience, driving team performance for on-site and remote teams, and fostering a culture of support, collaboration, exceptional client experience, and rapid problem-solving.
???? RESPONSIBILITIES:
Team Staffing and Training: Staff and train a robust customer service team to handle software-related support, tech questions, and community engagement.
Automation, Systematization, and Integration: Automate and systematize customer service processes, integrating all current customer service channels and support requests (email, phone, community support, including FB communities) ensuring efficiency, scalability, and accurate, prompt responses.
Customer Service Strategy: Own and execute the entire strategy of the customer experience, ensuring alignment with company objectives and creating a client-first approach.
Leadership and Management: Lead, mentor, and inspire a high-performing customer service team, managing both on-site and remote team members, and overseeing third-party team members.
Cross-Functional Collaboration: Maintain close collaboration with all other teams, including software and tech, sales, marketing, community, client success, and events teams.
Customer Communication: Cultivate a team that can communicate complicated technology in a simple and understandable manner, driving client satisfaction and alleviating confusion.
Performance Metrics and Goals: Establish, track, and monitor efficiency metrics related to team performance and productivity, client satisfaction, and the successful implementation of new technologies.
Continuous Improvement: Drive innovation and continuous improvement in customer service processes and practices, implementing streamlined procedures to enhance service delivery across all current customer service channels.
Issue Resolution: Proactively address customer issues and escalations, ensuring swift and effective resolutions while preventing common problems from recurring.
???? REQUIREMENTS:
5+ years acting as Director of Client Success / Client Success Manager
A verifiable track record developing and growing first-class technical customer support teams and strategies
Extensive knowledge of best practices and effective customer support solutions and tools in a rapidly evolving technological landscape.
Proven leadership abilities, low-ego, and capable of setting the tone for support, love, patience, and excellence in problem-solving.
Excellent communication skills, with the ability to interact effectively with various team leaders and members.
Exceptional strategic thinking and problem-solving skills.
Familiarity with Helpscout, Hubspot CRM, Aloware, and Stripe.
Experience with Go High Level is a strong plus.
Strong technical, analytical, project management, and presentation skills with the ability to communicate among all levels of the organization and to any client audience.
Effective team leader who can work independently and be comfortable in a fluid, fast-paced environment with demonstrated ability to lead both in-person and remote employees.
Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
Must live and be able to work on-site at our Headquarters in Scottsdale, AZ
???? COMPENSATION & BENEFITS:
Salary: $105,000 - $115,000 annually
End of year bonus potential contingent upon performance
Excellent Medical benefits
401(k) administration and matching program
Incredible opportunities for growth and development
Amazing in-office culture at our HQ in Scottsdale
Become part of a mission-team making a difference!
????APPLICATION INSTRUCTIONS:
To apply, please submit your resume and cover letter detailing your experience and why you are the perfect fit for this role.
Qualified candidates should send their resume and cover letter to OwnYourFuture@Mastermind.com with the subject line "Your Next Director of Customer Support, [Your Name]"
???? If you are a Customer Service leader who is a:
Strategic Self-Starter: We seek a strategic and pragmatic self-starter with a high level of empathy, a true passion for solving complex problems, and proven experience driving a first-class customer support experience in a high-functioning team & leadership environment.
Hands-On Leader: You must be able to roll up your sleeves and operate both in the trenches with a team, as well as take a systemic and strategic approach to develop and execute a high-level customer support experience.
Passionate About Change: This position is perfect for a leader who is fiercely passionate about creating meaningful, lasting change in the lives of others, in addition to developing practical and innovative systems that increase client experience, team efficiency, and rapid yet thorough support for client questions and problems.
Proactive and Resourceful: The ideal candidate will be a cultural leader who knows how to build a support team that isn't solely reactive, but rather forward-thinking to meet the needs of clients before they even know those needs exist. The ideal candidate will also possess familiarity with technology and sharing how to use tech systems in a simplified way.
A Low Ego Team Player: Low ego and has the ability to work effectively as part of a team, brainstorming and troubleshooting with a team to develop pragmatic solutions to complex problems.
Then we want to hear from you...
???? About Mastermind:
Mastermind.com, created in partnership by Dean Graziosi and Tony Robbins, is the #1 online platform for people who are looking to market and monetize their knowledge base. We are redefining what "Self-Education" means to the world. Mastermind is not just "another software", but an all-in-one platform for Education, Entertainment, Implementation & Community.
Mastermind serves people worldwide who seek transformation, fulfillment, and success outside the traditional education path. The Mastermind software empowers and enables you to implement what you learn & actually get paid, in addition to providing a community where you are surrounded by like-minded individuals cheering you on to YOUR NEXT LEVEL.
From practicing a healthy work-life balance to great perks and benefits, Mastermind.com is all about supporting their employees' goals and HELPING CHANGE THE WORLD ONE STUDENT AT A TIME