Director, Customer Care
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About The Position
The Director of Customer Care will be responsible for the leadership and end-to-end management of our outsourced and offshore Contact Center (Tier 1) and our internal team of Customer Service Specialists. This will include QA and Training functions. As a key player in ensuring customer satisfaction and loyalty, this role involves managing internal and external teams, implementing best-in-class service strategies that ensures our customers receive timely, efficient, and effective support which is measured by CSAT/NPS and Repeat Buyer metrics. The role will develop KPI's that allow you to monitor and evaluate performance, analyze data to proactively spot trends, drive continuous improvement, in addition to general workforce management tasks.
