Director of Customer Service

Director of Customer Service
Timezone: Pacific Standard Time
Position: Full-time, Remote
Salary Range: TBD


Here at LessonPro LLC, we need a systematic Director of Customer Service who will be responsible for developing strong relationships with customers both internal and external, to ensure business success. Someone who is detail-oriented and has a proven ability to lead and excel in a Customer Service Department, and the competency to manage a team of 2-5 CS Team Leaders and up to 50 Customer Service Agents effectively and efficiently. Included are also roles reporting under Customer Service such as the Instructor Recruitment Manager, Job Placement, and Accountability Coach, among others.



As a Director of CS, you will make sure the CS tickets are up to date and help implement new systems to improve our overall customer service performance. You will also provide advice to the C-suite leadership on recruiting, escalations, issues, and winning reinforcements.



Responsibilities

Managing day-to-day CS, student, and instructor relationships, being a reliable point of escalation for any concerns and issues, and responding in a timely manner
Manage the CS department and continuously monitor the progress of the department to ensure that all goals are met and tickets are provided with the resolution outcome
Communicate and collaborate with the Chief Operating Officer to improve performance and processes
Generate weekly performance reports and updates to the C-Suite leadership together with insights and recommendations.
Train, coach, and support a team of 2-5 CS Team Leaders who are also managing 8-10 CS agents per ---------- charge of the department’s positive reinforcements and penalties, as needed
Understanding customer/student/instructor profiles and communication with the Sales department to address loops and gaps in the systems or processes
Administration of all the necessary tools/systems such as Zoho, Zendesk, and Vonage, among others.
Manage and complete tasks and deliverables on time set by the COO. This is found in Asana.
Anytime there is a CS Team Lead either out of the office or in the process of recruitment, this role also automatically takes over that CS TL’s responsibilities but do not neglect the Director of CS's expectations.




Qualifications:
No College or University experience required
3 years minimum experience in a BPO set-up.