Head of Customer Service (Sports Technology)

Industry- Sports Technology

Overview-Our client is a global sports wearables technology company focused on building the best training solution for athletes at every level. They exist to empower people with the tools they need to reach their athletic goals and ultimately bring them closer to the sports they love. By combining advanced technology with sports science, they develop innovative training products for endurance sports, delivering a simple and elevated experience to users.

They are seeking an experienced and driven individual to fulfill the role: Head of Customer Service. The primary responsibility of this position is to create and implement global strategies for our global customer support team that will establish our reputation as having phenomenal customer service. The ideal candidate should have a user-focused mindset, strong leadership skills, and be excellent at deriving and reporting on data within customer support. This position requires a combination of strong leadership and great communication to be successful.

What You Will Do
• Coach and lead a team of 25+ customer support agents to improve the user experience
• Establish key data points and reporting to create a comprehensive international growth strategy
• Learn and understand devices at a highly technical level to be able to identify product issues and implement strategies for resolution
• Prioritize problems that need solved in the best interest of and our users to help achieve the best customer experience possible
• Communicate cross-department to help the entire business understand support goals
• Be a leader within the Support department, and the Global team at large
• Analyze data and provide easy-to-understand action plans based on this data
• Provide oversight and support for strategic business decisions to ensure scalable customer support operations
• Establish key metrics that should be the output of the Customer Operations function to support cross-functional strategic decision making
• Collect, analyze, and act on customer feedback for continuous improvement of customer support processes.

What You'll Bring
• Strong leadership skills, with the ability to motivate and manage a team
• User-focused mindset with a passion for providing exceptional customer service
• 5+ years in global customer support, with 3+ years of success as a support manager or above
• Deep understanding and experience managing customer support tools, data, and reporting
• A self-starting individual with the ability to effectively prioritize and communicate high-level goals, while also understanding the intricacies of each step in the processes put in place
• Excellent analytical and problem-solving skills and the ability to analyze customer feedback data to identify trends and make recommendations for improvement
• Exceptional communication and collaboration skills, with the ability to work effectively with cross-functional teams across business functions like operations, product, and marketing
• Previous experience in consumer technology preferred

Location

Denver CO, Boulder, CO or Irvine California.

Job Type

Full-time / Hybrid Applications Accepted

Benefits

Including: Health Plan / Vision & Dental / 401(k) / PTO / Sick Leave

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