Director - Customer Operations - Squarespace - New York

Job description
Award-winning customer service is a key differentiator for Squarespace. In 2013, we were recognized by the Stevie Awards as the best customer service team in the country. We’re here for our customers every hour of the day, every day of the year, and we are on a mission to delight them in all that we do.
We are looking for a Director of Customer Operations to lead our team in New York City which includes customer care via email and chat, premium support, self-help and community, QA and escalations, policy enforcement and abuse, workforce management, and more. The team is 100+ strong and growing.
You must be a seasoned leader with a passion for customer care excellence. You also need to have a fun-filled personality well-suited to building office culture in line with our values, recruiting and retaining talent, and representing our brand in everything you do. This position reports directly to the Head of Customer Operations.
Desired Skills and Experience
Responsibilities
Lead and manage the NYC Customer Operations team
Devise optimal allocation of headcount across multiple functions and contribute to broader headcount decisions considering other time zones and languages

Act as a liaison between our customers and the Product/Engineering teams to constantly improve our offerings
Drive people, process, and technology improvement initiatives to enhance the customer experience end-to-end, with a particular focus on partnering with business intelligence to ensure data-driven decision making
Assist in the evaluation of new technology and vendor reviews in the contact center space
Responsible for reporting, budgets, systems, ensuring optimum productivity, quality, customer experience, and employee satisfaction

Requirements
10-15 years experience, including minimum 8 years customer-facing experience inside a technology company’s customer operations organization (preferably consumer SaaS or e-commerce), with meaningful exposure to senior leadership
Broad experience managing, developing, and mentoring teams of 50+ people, including experienced managers
Deep understanding of technology, particularly of CMSs, the consumer web, and the online tools used by small businesses
Ability to think strategically and to effectively operate with flexibility in a high-growth, constantly evolving team environment
Demonstrated expertise using data analytics and metrics to monitor, manage, and drive process and quality
Ability to effectively influence and communicate cross-functionally with all levels of management within Squarespace, including: marketing, business intelligence, engineering, product, and business development to have a holistic approach to customer operations
Exceptional written and oral communication skills with an unyielding attention to detail
Respect for the creative process, taste, and a passion for Squarespace
A terrific sense of humor

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!