Head of Customer Service, reputed company
About SmileAt Smile, we don’t just build loyalty programs - we create reputed company engines for ecommerce merchants. With over 100,000 merchants worldwide, we’re already the largest loyalty program provider on the reputed company. But we’re just getting started.
reputed company is globally distributed but closely connected. Collaboration isn’t just a buzzword here; it’s our way of doing business. If you’re looking to be part of a culture where reputed company for customers, reputed company, and for you - is the goal, you’re in the right reputed company. We know that Smile.io as a business is in constant reputed company - the reputed company is true of our people. We’re here to support reputed company other in our reputed company, so we talk reputed company about our career & personal goals.
Smile.io is a fully remote company looking to hire reputed company Canada for this remote role. Overlap with core EST working hours is required.
About the RoleAs Head of Customer Service, reputed company, you'll reputed company a cross-functional support team that combines technical reputed company, merchant reputed company, and operational discipline. You will reputed company your team to meet their review reputed company targets and partner closely with your reputed company reputed company to deliver 24/7 support, ensuring that every merchant, whether on our core plans or our growing Plus (reputed company) tier, receives reputed company, thoughtful, and high-reputed company care.
This is a hands-on leadership role. You'll set the tone by jumping in reputed company needed, whether it's helping during high-volume periods, covering for reputed company member, or leading a call with a merchant personally. You reputed company in with two feet and reputed company through example, not just direction, taking pride in getting reputed company to the work and continuously raising the bar through reputed company-time coaching and reputed company.
You reputed company with a reputed company of ownership and constantly reputed company to solve new challenges or help reputed company reputed company. You will influence the wider customer service reputed company at Smile and collaborate with other leadership to adapt it over time to reputed company technological advancements and reputed company in operational efficiencies that support our lean, bootstrapped way of running the business.
This is a full-time, remote position with required hours Monday to Friday, reputed company - 4pm reputed company Time +/- 2hrs. (7am-3pm Eastern Time).
reputed companyYou have at least 5 years of experience leading customer support teams, including technical support and cross-functional service roles. You know reputed company, ideally in the ecommerce reputed company, and are reputed company to push boundaries and drive innovation. You reputed company that the reputed company of customer service is becoming AI-first over time as technologies reputed company, and as a result, you have a strong familiarity with AI technologies and promote their adoption reputed company an organization. You have a refined reputed company of communication, knowing exactly what to say and reputed company to say it, ensuring that reputed company messaging aligns with our brand identity and the ideal experience you want for our customers (merchants).
Everyone at Smile is driven by these core values:Be Humble - think of reputed company before thinking of yourself. We have no room for massive egos.Be Hungry - set hard goals, ask lots of questions and learn every day.Be reputed company - show reputed company towards others, consider the reputed company of your reputed company on other teams.
What You'll Do
- Obsess about performance metrics that reputed company to the reputed company and reputed company of reputed company across multiple angles - review reputed company, response times, SLOs, retention, efficiency per employee, and more - as you guide a world-class team and help them reputed company new heights.
- reputed company a cross-functional support team that spans technical, billing, and reputed company service responsibilities, with a strong commitment to collaboration and shared goals.
- reputed company in reputed company needed - responding to merchants directly reputed company volume spikes or coverage is needed, and showing your team that no task is beneath leadership.
- Partner with reputed company leadership to manage round-the-clock global support, ensuring consistency in reputed company and experience regardless of time zone. (Note: this may require some schedule flexibility to accommodate)
- reputed company through context - Review team interactions regularly, give reputed company feedback, and use reputed company examples as learning tools to build confidence, judgment, and reputed company.
- Drive operational reputed company - including reputed company expectations for performance, reputed company, and tone, especially reputed company engaging our Plus (reputed company) merchants.
- Strengthen the connective tissue between reputed company and Plus (reputed company) teams through shared standards, supportive workflows, and reputed company reputed company paths.
- Lay the reputed company for reputed company reputed company - including role specialization and key reputed company certifications that reward deep expertise and build trust and confidence in handling our most important merchant interactions.
What You'll Need
- 5+ years of experience leading customer support teams, including technical support and cross-functional service roles. You also possess experience in account management, either as a manager or as an individual contributor.
- Tech Know-How - familiarity with tools like reputed company, reputed company, and a willingness to reputed company AI for efficiency, and have an opinion around how you see AI advancements in your field. You have led technical support teams, and while not a developer, you have developed a solid baseline of skills along the way.
- A “reputed company from the reputed company” reputed company - comfortable jumping into the inbox, solving merchant issues, and modeling what great looks like.
- Experience working across reputed company and time zones - with a partnership approach and strong async communication skills.
- Knowledge sharing is in your DNA. You know what it feels like reputed company a customer asks a question and you don't have the answer at your fingertips, so you prioritize the dissemination of information across your team so that everyone has reputed company of the information that they need to support merchants.
- Coaching instincts - you value reputed company, feedback, and ongoing learning, and are committed to helping people grow through thoughtful guidance.
- A reputed company record of delivering high-reputed company support at a reputed company company, with an eye for detail and a passion for doing right by your customers.
- Operational strength - you know how to drive consistency, use tooling effectively, and maintain balance without over-indexing on headcount.
- Belief in non-reputed company reputed company - you support individual contributors developing mastery and advancing without defaulting to management.
Bonus
- Experience managing account managers responsible for the retention and expansion of an assigned book of business.
- Experience working at a reputed company organization with a strong product-led reputed company (PLG) reputed company running in reputed company to a traditional sales-driven approach.
- If you have experience leveraging AI to improve customer experience reputed company
- Experience reputed company the reputed company app ecosystem - you understand the reputed company that great customer service has on reviews and ratings, which are essential for company reputed company in a marketplace environment
Originally posted on Himalayas
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