Director, Customer Care & Experience — Retail Tech

Valid8 Financial, Inc.; San Diego (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Indyme seeks a Director of Customer Care to lead and optimize the customer care function, coordinating across internal teams and third-party partners to maintain high client satisfaction. The role oversees 10 team members with 4 direct reports and reports to the VP Sales & Customer Care, operating in a formal office environment to ensure timely deliverables.

The ideal candidate brings strong leadership, project management, and CRM proficiency, with a proven track record in customer-facing

Qualifications

• Associate degree or equivalent professional experience in project coordination or related field preferred.
• Minimum of five years of experience in customer-facing roles.
• Minimum of five years of progressively responsible experience in project management or customer service operations.
• Experience working with CRM systems and enterprise software tools.
• Advanced proficiency in Microsoft Excel and standard Microsoft Office applications.
• Excellent written and verbal communication skills.

Responsibilities

• Head the department and ensure compliance with internal processes and completion of daily customer care tasks.
• Lead with four direct reports and ten team members.
• Improve processes and monitor key performance metrics.
• Maintain relationships with installation contractors and partners.
• Collaborate with SAE team to ensure customer expectations are met in a timely manner.
• Prepare standard and non-standard reports to support operations and SLA tracking.

Skills

Leadership

Project management

Cross-functional collaboration

Customer-facing

Communication

Education

Associate degree

Tools

CRM systems

Order management systems

Microsoft Excel

Microsoft Office

Job description

Indyme seeks a Director of Customer Care to lead and optimize the customer care function, coordinating across internal teams and third-party partners to maintain high client satisfaction. The role oversees 10 team members with 4 direct reports and reports to the VP Sales & Customer Care, operating in a formal office environment to ensure timely deliverables.

The ideal candidate brings strong leadership, project management, and CRM proficiency, with a proven track record in customer-facing