Head of Customer Service & Strategy

Responsibilities:

Strategic Leadership:

• Develop and implement customer service strategies aligned with company goals.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Stay abreast of industry best practices and emerging customer service technologies.
• Contribute to the overall customer experience strategy.

Team Management:

• Lead, mentor, and motivate a team of customer service representatives.
• Establish and maintain performance standards and metrics.
• Conduct regular performance reviews and provide constructive feedback.
• Recruit, train, and develop customer service staff.
• Foster a positive and collaborative team environment.

Customer Experience Management:

• Ensure consistent and high-quality customer service across all channels (phone, email, chat, and social media).
• Develop and maintain customer service policies and procedures.
• Resolve escalated customer issues and complaints effectively.
• Implement customer feedback mechanisms and track customer satisfaction.
• Proactively identify and address potential customer pain points.

Operational Excellence:

• Manage customer service budgets and resources effectively.
• Monitor and analyze key performance indicators (KPIs) such as customer satisfaction scores, response times, and resolution rates.
• Implement and optimize customer service systems and tools.
• Generate regular reports on customer service performance.
• Work to constantly improve efficiency of the customer service department.

Cross-Functional Collaboration:

• Collaborate with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience.
• Provide customer insights and feedback to relevant departments.
• Act as a customer advocate within the organization.

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field (Master's degree preferred).  
• 5 years of experience in customer service, with at least 3 years in a leadership role.
• Proven track record of building and managing high-performing customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.  
• Ability to analyze data and generate actionable insights.
• Proficiency in customer service software and CRM systems.
• Strong leadership, organizational, and time management skills.
• Ability to work in a fast-paced and dynamic environment.
• Experience in the specific industry the company operates within is a plus.