Ocean County based client is seeking a Head of Customer Service & Experience to join their growing team to lead all customer service operations and impact the overall customer journey. The ideal candidate will be responsible for driving excellent customer service standards, managing a team based internationally, and ensuring a seamless and exceptional experience from the moment customers receive our product to their ongoing journey with our brand. This is a key leadership role that will directly impact customer satisfaction and retention.Responsibilities:
- Customer Outreach & Engagement: Lead customer outreach initiatives and ensure timely and effective communication with customers, addressing concerns, inquiries, and feedback.
- Metrics & Performance Monitoring: Oversee key performance metrics such as email response rates, customer satisfaction scores, and resolution times. Use data-driven insights to continually improve team performance and customer experience.
- Quality Assurance & Communication Standards: Ensure that the customer service team consistently meets quality standards in communication and problem resolution. Review the language, tone, and effectiveness of customer interactions to ensure alignment with brand voice and high-quality service delivery.
- Customer Journey Management: Oversee the customer journey from the moment the product is received to post-purchase interactions. Ensure customers have a positive experience through all touchpoints, including product unboxing, usage, and after-sale support.
- Reporting & Analysis: Provide regular reports to senior leadership on customer service performance, customer feedback, and team metrics. Use data to drive decision-making and optimize service delivery.
- Process Improvement & Innovation: Continuously identify opportunities to enhance the customer experience, streamline processes, and implement best practices in customer service.
Requirements:
- Proven experience in a senior customer service or customer experience leadership role, ideally in a remote, global environment.
- Strong understanding of customer service metrics, KPIs, and best practices.
- Excellent communication and interpersonal skills, with the ability to engage with both internal stakeholders (e.g., brand managers) and customers.
- Experience using customer service software, CRM systems, and other tools to manage teams and track customer interactions.
- Proficiency with Zendesk is a plus, experience in E-Commerce or Retail is a plus
Compensation: $70,000-$90,000Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.#SONICNJ