Position Overview

The Customer Service Director sets the example for the Discovery Specialist team. This role is responsible for setting the strategic direction, prioritizing workload and managing execution to optimize for both internal efficiency and customer happiness. An ideal candidate will need to be a problem-solver and highly analytical setting service level standards focused on response times, issue resolution and satisfaction level.

This person must be driven, goal-oriented and comfortable in an entrepreneurial workplace. where the only constant is our commitment to delivering an outstanding customer experience and team environment. We are seeking a leader who is encouraging and engaging - someone who excels under pressure and quickly adapts to the changing demands of the beauty industry.

The Customer Service Director is responsible for team morale, development and motivation. You will need strong communication skills and should be able to provide feedback that leads to success. The Customer Service Director understands and celebrates the Birchbox Principles, operating with a balance of what’s best for our team, customer, and our company.

Responsibilities:

• Development, Implementation and consistent execution of best-in-class operations and customer experience standards
• Lead, manage, and support a highly productive, motivated, and driven team
• Own financial and operational performance of team including identifying opportunities to further improve performance
• Partner closely with internal cross-teams to ensure customer-related issues are effectively communicated and the team is fully supported
• Actively participate in senior leadership meetings to help craft quarterly goals and set the long-term strategy for customer operations
• Work closely with People & Culture team on hiring, training, and ongoing career development
• Gather anecdotal and quantitative feedback from the customer to measure experience and optimize performance.
• Monitor industry trends for best practices and technologies
• Collaborate with cross-teams to develop and execute new company-wide initiatives.
• Be a supporter of our values, culture and brand. This person will set help set the tone of what it means to be obsessed with our team and our customers.

Requirements:

10+ years of experience working as a senior leader for customer-centric organizations

• Experience building and scaling customer support departments with local and remote agents
• Deep understanding of traditional and cutting-edge support channels - phone, email, text message, Facebook messenger, video conferencing, social media, chat, etc.
• Proven ability to build & execute customer-centric strategies
• Experience managing multiple departments, building out reporting hierarchies and creating accountability across large and small teams
• Ability to coordinate with various functional teams to drive improvement in the customer experience
• Superior ability to collect, understand and analyze large sets of data in order to draw defensible conclusions and turn them into actionable items
• Comfortable with taking a “hands-on” approach to all areas of CS
• Accessible to all team members and eager to solicit feedback from internal and external customers
• Must love to make customers happy!
  

 About Birchbox:

Founded in 2010, Birchbox is a leading beauty and grooming retailer, offering an efficient, personalized way to discover and shop for new products. We redefined the e-commerce experience by pairing a monthly subscription of samples with a curated online shop feature more than 800 best-in-class brands. Every month, subscribers receive five prestige samples tailored to their unique profile along with inspiring editorial content that creates a seamless path to purchase full-size versions of their favorites on Birchbox.com. In 2014, we opened our first brick-and-mortar store in Soho. Today we have more than one million subscribers and operate in six different countries, including France, Spain, UK, Ireland and Belgium. Birchbox is headquartered in New York City.