Looking for a job to get you out of bed?

We are looking to hire a seasoned Director to manage and lead our award-winning Customer Experience - Support team. The Customer Experience - Support team is the customer-obsessed foundation of Casper, and we pride ourselves on leading innovation in this area and maintaining the highest standards of Customer care. We are looking for an experienced candidate to drive excellent customer experiences through our Support channels.  This person will help us take these teams to new heights and develop the process, structure and team development that will enable us to continue to scale as we build our company and offerings in both complexity and reach

Casper (casper.com) was created to re-imagine sleep from the ground up, beginning with its obsessively engineered, outrageously comfortable mattress. All of Casper’s sleep products — including its pillow, bedding, and furniture — are developed in-house by the company’s award-winning R&D team in San Francisco. Casper was named one of Fast Company’s Most Innovative Companies in the World and its eponymous mattress was crowned one of TIME Magazine's Best Inventions.

We are deeply committed to building a diverse and inclusive workforce so that we represent all those who dream big equally.

When you’re not catching zzz’s, this is what you’ll do

• Lead and manage the Customer Support and CS Operations teams
• Develop and maintain efficient and scalable processes
• Set and maintain impeccable service and clienteling standards consistently
• Oversee partnership management of third party call center
• Select and implement additional partnership to manage CS inbound overflow
• Lead and drive team around metrics, including but not limited to NPS, SLA’s, Customer acquisition rate, attachment rate
• Direct and further develop training and product knowledge curriculum in partnership with internal L&D teams
• Ensure high functioning Customer Support team and a best-class customer experience
• Create scalable and evergreen product and workflow training strategies
• Work with the People function to evolve CX development programming for team growth
• Embody and role-model the core values and culture of Casper

Our dream candidate

• 8-10 years in Customer Support, or relevant next generation Call Center experience with a digitally driven company, ideally with an omni-channel business model
• 5+ years of experience directly managing large teams of over 50+ people, remote workforces a plus
• Proven track record of success in building large teams and maintaining SLA 
• Sourced and managed outsourcing partners as well as in-house support teams
• Strong process improvement and operational excellence skills
• Experience leading or overseeing quality functions and training programs
• Passion for customer experience and customer service, as well as training; best in class customer experience capability
• Emotionally intelligent and humble leader; excellent listener
• Deep familiarity and strong philosophy regarding customer service standards
• Manages well in fast-paced, high-growth environment
• Humble and not ego-driven

The syrup on your waffles

• Participation in our HQ bonus program for some splurging and equity so that you’re part of the Casper family.
• Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles...)
• Wellness programs like cash incentives for tracking sleep and fitness, credits for your favorite studios and in-office activities
• Unlimited vacation policy.  If you need time off just take it; we trust you!
• Catered lunches twice a week to give you time to catch up with your teammate
• Free snacks and coffee, including a huge breakfast selection (10 types of cereal anyone?)
• A full gifted bed set when you join and product discounts for friends and family!

If you dream about this stuff this job is probably right for you.  We look forward to learning more about you!