About Us

Seated is a rapidly growing tech company giving restaurants the most powerful tools on the market to grow their businesses and providing consumers amazing rewards for dining at top eateries!

Overview

As our Director of Customer Experience, you will lead the customer experience strategy and execution on behalf of Seated. The CX team helps our app users with restaurant reservations, Seated rewards, and a variety of questions and trouble tickets.

An ideal candidate should be comfortable working with technical and non-technical stakeholders, offshore 24/7 teams, enjoying working with data, and must be a team player who is able to manage multiple priorities.

Responsibilities

• Spearhead the Customer Experience and Customer Communication strategy at Seated
• Scale, train, and retain our Customer Experience team in NY and the Philippines during periods of rapid growth, providing inspirational coaching, constant feedback, and excellent team culture
• Drive team performance against KPIs, and communication quality standards to provide best-in-class customer service in a timely, effective manner. 
• Work closely with the marketing and product teams to aggregate, organize, and drive customer insights effectively and measurably back into the organization, and ensure the voice of the customer is heard and factored into decision making across the business
• Develop system to collect continuous feedback from customers to identify areas of improvement for customer experience

Experience

• 5+ years of demonstrated success and experience working on growth stage technology/start-up teams in leadership positions, preferably in hospitality and consumer app-driven businesses
• Minimum of 2 years of experience in a CX-focused managerial role
• Experience coaching support through telephone calls, chat and email.
• Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to company mission and team development
• Detail oriented, extremely organized, and metrics-focused with demonstrated ability to help teams meet and exceed performance objectives
• Exceptional leadership, management, hiring and training skills with demonstrated ability to manage large teams
• Best-in-class communication skills with ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels

Competitive cash and equity compensation.