Customer Experience Director

AskMethod • Georgetown, TX

22h • Remote

About The Position

The Customer Experience Director leads, manages, and oversees the day-to-day operations of the company’s remote customer service team and reports directly to the COO. The Director coaches customer service specialists on escalated issues, personally handles customer interactions requiring special attention by email or phone, and organizes team training. The role also develops and implements checklists and procedures, measures team performance, and makes staffing recommendations to the COO.

The Director leads daily remote stand-up meetings and participates in weekly management team meetings to communicate customer issue trends, operational failures and inefficiencies, recommendations for improving customer experience, and coordination needs with the Marketing team for program delivery. The role stays current with the marketing and promotional calendar and relays relevant information to the customer service team, while continually improving company procedures and practices.

The position may involve helping with marketing conferences and masterminds, including events held on weekends; traveling 1–4 times per year to the remote customer service hub abroad; attending quarterly strategic planning meetings in person in the Austin, Texas area 3–4 times per year; and occasionally working from the CEO’s residential office in Georgetown, Texas, potentially as much as one day per week. The job is remote about 80% of the time, with an expectation of living in or around Austin, Texas. The Director must be reliably available during regular working hours, and occasional after-hours or weekend attention may be needed as the company expands toward 24-hour customer coverage.

Requirements

• Strong working experience with Infusionsoft, Stripe, Google Apps, Authorize.net, Helpscout, Intercom.io, or similar software systems.
• Experience managing a remote customer service department with a minimum team size of 5–10 members.
• A dedicated, quiet home office with a secure internet connection for handling phone orders and customer service inquiries without distractions.
• Professional, calm, kind, and composed communication with customers, including when customers are upset or demanding.
• Reliable availability during regular working hours and willingness to address situations that may require attention outside those hours.
• Attention to detail and ability to ensure tasks do not slip through the cracks.
• Live in or around Austin, Texas.

Responsibilities

• Lead, manage, and oversee the day-to-day operations of the remote customer service team.
• Coach customer service specialists on escalated customer service issues.
• Personally respond by email and phone when customers require special or delicate attention.
• Organize and lead training for the customer service team.
• Develop and implement checklists and procedures.
• Measure team performance and make staffing recommendations to the COO.
• Lead daily remote stand-up meetings with the customer service team.
• Participate in weekly management team meetings and communicate customer issue trends, operational failure points and inefficiencies, improvement recommendations, and program delivery coordination with Marketing.
• Stay up to date with the marketing and promotional calendar and communicate relevant information to the customer service team.
• Continuously improve company procedures and practices.
• Help with marketing conferences and masterminds when needed.
• Travel to the remote customer service hub abroad 1–4 times per year.
• Participate in quarterly in-person strategic planning meetings in the Austin, Texas area 3–4 times per year.
• Occasionally work from the CEO’s residential office in Georgetown, Texas.
• Address customer service emergencies after regular working hours or on weekends when necessary.

Benefits

• Management support for delivering an excellent customer experience.
• Remote work about 80% of the time and a relatively flexible schedule.
• Opportunity to attend marketing training programs and interact with C-level executives.
• Work with an international team and attend an annual retreat in an exotic location.
• Opportunity to participate in the company’s growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed