The Director of Customer Success and Support will lead and oversee all aspects of our support operations, ensuring a seamless experience for clients. You will be responsible for managing a team that delivers premium customer service, providing expert fit advice, and utilizing technology to streamline processes. This is a hands-on role, ideal for someone with deep expertise in call center operations, workflow optimization, and Zendesk.
RESPONSIBILITIES
Lead and develop a team of support agents, ensuring a high standard of performance and customer satisfaction.
Foster a culture of excellence, empathy, and continuous learning within the team.
Oversee day-to-day operations of the support center, ensuring optimal efficiency and adherence to high service standards.
Develop and track Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR) to measure and enhance team effectiveness.
Use KPIs to identify areas for improvement and implement actionable strategies to continuously optimize performance.
Design and implement workflows, macros, scripts, and playbooks to improve the efficiency of support processes and ensure consistency in service.
Develop tailored support and fit advice scripts that reflect the brand's luxury positioning.
Utilize Zendesk for ticketing, customer interactions, and reporting; configure and optimize Zendesk, workflows, automations, and triggers to enhance the customer experience.
Implement and manage self-service options using Zendesk's capabilities to empower users.
Ensure support team is equipped to provide expert advice, including training agents on the intricacies of our product line and best practices for providing high-touch service.
Monitor customer interactions and KPI metrics to ensure that service standards are being met, particularly for fit and styling advice.
Develop and deliver training programs to enhance support team members' knowledge on product, fit, styling techniques, and customer engagement strategies.
Create onboarding programs for new hires to ensure they are well-prepared to support the brand clientele.
Collect and analyze data on customer interactions to identify areas for improvement in service delivery.
Regularly review KPIs and provide reports with insights and recommendations to senior management.
Lead initiatives to refine processes, enhance agent productivity, and elevate the overall customer experience.
QUALIFICATIONS
8+ years of experience in customer support, preferably in a high-end retail or service industry, with at least 4 years in a leadership role.
Bachelor's degree in Business, Communications, or related field preferred; relevant experience will also be considered.
Proven experience with Zendesk, including workflow creation, automation, and reporting.
Hands-on experience creating call center scripts, workflows, macros, and playbooks.
Experience leading teams in a call center or customer support setting, ideally for a luxury or high-touch brand.
Strong leadership and people management skills with the ability to inspire and motivate a team.
Deep understanding of call center operations, KPIs, metrics, and best practices.
Excellent problem-solving skills, with a focus on optimizing workflows and enhancing customer experience.
Exceptional communication and interpersonal skills.
Ability to analyze performance metrics and use data to drive improvements.