Director - Customer Success - Tapingo - San Francisco

Job description
We’re looking for a someone with a proven track record of leading teams driving customer happiness. The ideal candidate loves working at the intersection of product, users, and merchants. A critical component of a successful marketplace, customer success is at the core of setting the path for Tapingo’s high paced growth.
As the Director of Customer Success you will help us define and grow the team structure, establish key metrics, and implement scalable processes that will lead us into the next stage of our company’s growth.

Responsibilities:
Drive improvements in customer satisfaction across channels
Develop metrics to measure the growth and performance of the team, and provide reports as needed
Hire, Coach and manage the team with a focus on professional development and upstream thinking

Utilize deep product and industry knowledge while serving as a strong cross functional leader
Treat Customer Success as a product at Tapingo, innovating and iterating on the customer experience
Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives
Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team
Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

Desired Skills and Experience
Requirements:
5+ years of work experience with 2+ years of direct people management experience
Past product and/or project management experience
Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment
The ability to effectively influence and communicate cross-functionally
Excellent written and verbal communication skills
A level-headed leadership style and perform well under pressure
Creative problem-solving abilities and a passion for innovation
Benefits:
Stock
Competitive salaries
Apple or PC equipment...your choice
Paid time off
Medical, dental and vision insurance
Life insurance and disability benefits
Fully stocked kitchen
Weekly happy hour
A voice

Enter your email address:

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