Director Customer Service
Mews, Czech Republic
Job Description
Can you help us change the world?
Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next eneration of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re a Director of Customer Service, keep reading and tumble down the Mews rabbit hole.
About the role
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role especially at a rapidly growing company like Mews but if we had to distil it down to a job description (which we do, because this is a job description), it would be this:
We’re looking for a Customer Service Director who will build a customer service function that is best in the class. Reporting to the Chief Customer Officer, you will lead a team of customer service specialists to address and solve customer issues in a confident and professional manner, increasing customer satisfaction and ensuring?customer retention. In addition, you will build an enablement function to support these teams, including training, knowledge management/content strategy, and resource planning. You’ll be responsible for leading and scaling a high performing support organization. You are a natural self-starter, excited to manage and continue building world-class scalable operations at a high growth company. You will partner closely with Leadership to develop and execute our customer support strategy and to ensure continuous improvement of the customer experience and operational excellence.
At Mews, we care about our customers! Our Customer Support Team balances technology and human empathy to build customer trust and loyalty.
Your mission, should you choose to accept it:
- Operate with a deep, empathetic understanding of our customer (e.g., journey, friction points, behaviours)
- Responsible for all aspects of our customer service operation, which includes teams based globally
- Drive the overall performance of the customer service organization including, service levels, workforce planning, team productivity, compliance amp; customer satisfaction
- Ensure the team is growing at pace with our customer base and hiring, tooling and process needs are aligned with the skills and knowledge required to support new and existing products
- Leverage data to identify opportunities and gaps in performance and coordinate actions across your leadership team to deliver improved results
- Execute strategy at the customer contact level with consistency, course correct where needed, and proactively communicate outcomes to leadership and stakeholders
- Manage teams to meet customer metrics -- e.g., Net Promoter Score, CSAT, Median Response and Resolution times, First Contact Resolution, Abandonment, etc.?
- Continually retool operating plans across your teams to sharpen execution and elevate results
- Create a high-performance culture of excellence, inspire your senior leaders to be relentless advocates for the customer and employee
- Leverage business analytics and customer insights to identify/implement enterprise-wide improvements
- Partner closely with Regional Leadership and functional leaders across Product, Engineering, Finance, Legal and People Teams
Requirements
You’ll be a great fit if you bring a few of the below with you:
- 8+ years of experience leading multi-channel (voice/chat/email) customer service/experience teams with experience in a fast-growth organization
- Track record for building and growing world-class support organizations characterized by customer-centricity and high productivity
- Strong empathy for customers; employs a customer-backwards approach
- Experience with Salesforce Service Cloud would be an asset
- Strong analytical skills, ability to interpret management intelligence and business intelligence to develop strategy and make recommendations
- Employ a data-driven approach to managing team; track record of exceeding targets, KPI’s SLA’s
- Strong understanding of business processes and implementation into enterprise applications
- Acute attention to detail, allowing you to think big, adapt quickly, and act fast
- Excellent leadership, management, and interpersonal skills; ability to inspire and motivate others?
- High EQ; excels navigating highly collaborative and matrixed environment and leading with influence?
- Thrives in a demanding, fast-paced environment whilst building strong cross func