eCommerce Customer Care Director

HR Collaboration Group • Roanoke, IN

1d • Hybrid

About The Position

eCommerce Customer Care Director Seven Sons is located in Roanoke, IN. This is a flexible hybrid role. Want to help connect consumers with where their food comes from? Like the sound of working for a growing family business while breaking free of the corporate grind? Then, we have the place for you! What We Offer: Supportive, family-oriented, and collaborative work environment Competitive compensation with steady growth opportunities Unlimited PTO plus paid holidays off Annual profit-sharing bonus Holiday Parties and Team Events $2,000 annual food credit for use on our website Flexible remote work paired with real, collaborative relationships across the team Opportunities to contribute to a team focused on sustainable farming and trustworthy food Who We Are: Seven Sons is a farm-to-consumer food business based in Roanoke, IN. For over 20 years, we've been on a mission to connect busy consumers with safe, ethical foods they can trust. We're a small but growing team that believes work should be meaningful and energizing. At Seven Sons, we strive to be a place where people can grow personally and professionally, make a real impact, and break free from the corporate grind. What we lack in fancy offices, expensive chairs, and free coconut water, we make up for by being genuine, hardworking, and a little quirky. If that sounds like what you're looking for, we hope you'll apply! What You'll Do: As the Customer Care Director, you will play a critical role in building a helpful, caring, and responsive Customer Service team of motivated people and AI agent models. You will lead the development of scalable systems, coach and develop team members into high-performing contributors, and ensure customers receive timely and thoughtful support.

Requirements

• Bachelor's Degree in Business Administration, or a related industry, with 7+ years related work experience.
• Experience with Helpdesk optimization is a requirement and Zyndesk experience would be a plus.
• Strong verbal and written communication skills with the ability to communicate effectively via email and phone.
• Strong technical aptitude in CRM systems and AI models required.
• Excellent strategic thinking, with research, developing, planning and executing skills.
• Highly process-oriented with attention to detail and strong analytical skills.
• Strong ability to manage multiple priorities and adapt to a fast-paced environment.
• Problem-solving capabilities to lead process improvements, and identify gaps with actionable solutions.
• Customer-service oriented with a proactive attitude and strong collaborative mindset.
• Strong leadership and mentoring skills; Innovative, self-directed, with the ability to lead and manage others with ease; excellent collaboration, flexibility and adaptability are also important.
• Alignment with our core values and mission.

Nice To Haves

• Zyndesk experience would be a plus.

Responsibilities

• Leads, mentors, and develops the Customer Support team and AI customer service agents to ensure high performance and consistent service quality.
• Establishes, monitors, and continuously improves key customer service performance metrics (KPIs), including response time, resolution rates, and customer satisfaction.
• Builds and maintains scalable customer care systems and processes that reinforce the trust customers place in the company.
• Develops customer FAQs, documentation, and knowledge resources for both human support representatives and AI service agents.
• Implements, optimizes, and trains AI-powered customer service tools, including customer-facing chatbots and support automation.
• Assess, documents, and shares customer feedback insights with cross-functional teams to support continuous improvement across the organization.
• Serves as the primary day-to-day point of contact for key wholesale customers.
• Fosters a collaborative, analytical, and customer-focused culture that aligns with company values and supports cross-departmental engagement.

Benefits

• Supportive, family-oriented, and collaborative work environment
• Competitive compensation with steady growth opportunities
• Unlimited PTO plus paid holidays off
• Annual profit-sharing bonus
• Holiday Parties and Team Events
• $2,000 annual food credit for use on our website
• Flexible remote work paired with real, collaborative relationships across the team
• Opportunities to contribute to a team focused on sustainable farming and trustworthy food

What This Job Offers

• Job Type: Full-time
• Career Level: Director