It jobs in United States

The Head of Customer Service is a pivotal leadership role responsible for defining, developing, and executing the overall customer service strategy for the organization. This role is dedicated to ensuring an exceptional customer experience at every touchpoint, building and leading a high-performing customer service team, and driving continuous improvement in service delivery. The Head of Customer Service acts as the voice of the customer within the organization, advocating for their needs and translating customer insights into actionable strategies that enhance satisfaction, loyalty, and business growth.

Key Responsibilities:

1. Strategic Leadership & Vision: Develop and implement a comprehensive customer service strategy aligned with the company's overall business objectives and brand values. Define and continuously refine the customer journey, identifying pain points and opportunities for delight. Establish clear customer service standards, policies, and procedures across all channels . Forecast customer service needs and allocate resources effectively to meet demand and maintain service levels.

2. Team Leadership & Development: Train, mentor, and develop a high-performing, customer-focused team of customer service professionals, including managers, supervisors, and agents. Foster a positive, supportive, and empowering work environment that encourages continuous learning and professional growth. Set performance goals, conduct regular performance reviews, and implement coaching strategies to ensure team members meet or exceed expectations. Manage staffing levels, scheduling, and workload distribution to optimize efficiency and maintain service quality.

3. Operational Excellence & Efficiency: Oversee the day-to-day operations of the customer service department, ensuring efficient handling of inquiries, complaints, and requests. Implement and optimize customer service technologies (CRM systems, ticketing platforms, knowledge bases, AI chatbots) to enhance efficiency and customer experience. Develop and monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), net promoter score (NPS), first contact resolution (FCR), average handling time (AHT), and service level agreements (SLAs). Analyze operational data to identify trends, root causes of issues, and opportunities for process improvement.

4. Customer Experience & Advocacy: Champion the voice of the customer throughout the organization, ensuring customer feedback is heard and acted upon by relevant departments .Establish robust feedback mechanisms (surveys, reviews, focus groups) and analyze insights to drive product/service enhancements. Oversee the handling of escalated customer issues, ensuring timely and satisfactory resolutions. Develop and maintain a comprehensive knowledge base and self-service options for customers.

5. Collaboration & Cross-Functional Partnership: Collaborate closely with other departments (Sales, Marketing, Product Development, IT, Operations) to ensure a seamless and consistent customer experience. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Work with IT to ensure customer service systems are robust, integrated, and meet evolving needs. Participate in cross-functional projects aimed at improving overall business processes and customer satisfaction.

Qualifications:

Education: Bachelor's degree in Business Administration, Communications, Marketing, or a related field.

Experience:

Minimum of [3-5] years of progressive leadership experience in customer service or customer experience roles, with at least [2-3] years in a senior management position overseeing large teams or multi-channel operations.

Proven track record of building, leading, and motivating high-performing customer service teams.

Demonstrated success in improving customer satisfaction scores and loyalty.

Experience with various customer service technologies (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom).

Skills:

Exceptional leadership, coaching, and people management skills.

Profound understanding of customer service principles and best practices.

Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.

Excellent verbal and written communication, presentation, and interpersonal skills.

Ability to manage complex projects and initiatives simultaneously.

Problem-solving orientation with a focus on root cause analysis and continuous improvement.

Proficiency in CRM software, helpdesk systems, and Microsoft Office Suite.

High emotional intelligence and empathy.

Working Conditions:

Primarily office-based role, Bali, Indonesia.

May require flexibility to respond to urgent customer issues outside of standard business hours.

Occasional travel may be required for industry conferences, training, or company meetings.

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