Career Opportunities >> Director of Customer Service
Director of Customer Service
Summary
Title:Director of Customer Service
ID:1115
Department:Other
Description

Are you passionate, proactive, adaptable, collaborative, and exceptional? If so, Reflex Media is looking for you!

Who we are

Reflex Media is a high tech branding and marketing agency. Our core brands include a number of luxury dating apps, including Seeking.com and WhatsYourPrice.com.

What we offer

Our company culture and dedication to our employees is unmatched. We offer a full range of benefits and perks including…

  • 99% coverage of our medical base plan, dental, and vision insurance for our employees
  • 50% coverage of our medical base plan, dental, and vision insurance for qualified dependents
  • 50% 401(k) match up to 6%
  • Flexible Spending Account
  • Flex paid time off
  • Discounted gym membership
  • Company and team events

And so much more!

What we’re looking for

We currently have an immediate opening for a full-time Director of Customer Service to join our leadership team. This role will oversee all facets of member relations including customer inquiries, technical support, and billing matters. The ideal candidate will have experience managing the customer support organization for a variety of sites on a larger scale.

What you’ll do

  • Provide strategic direction, leadership, mentoring, and training to the Billing and Customer Support Teams
  • Ensure customer engagement and billing policies and procedures are being followed organization-wide
  • Develop methods and strategies to improve customer interactions and member retention rates
  • Ensure profile moderations and customer inquiries are responded to accurately and in a timely manner 
  • Provide coaching to team members on a regular basis to identify learning opportunities for new and existing team members
  • Work with Product and Data teams to identify gaps within the customer experience
  • Implement and maintain policies and procedures to ensure a timely and efficient workflow 

Who you are

  • BA/BS Degree Required
  • Minimum of 7 years of experience managing a global customer support team
  • 10 years experience providing technical, non-technical and billing support for a variety of sites
  • Previous experience working with Zendesk
  • Metric focused, deep understanding of standard customer service related KPIs
  • High-level ability with resolving high-profile, high-impact customer issues

Other details

  • This role is an onsite, full-time position
  • Typical work schedule is M-F, 8-6 but may vary based on the needs of the business
  • Must be authorized to work in the United States

 

This opening is closed and is no longer accepting applications
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