Director, CX Support

| Greater NYC Area
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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!

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement

Location

3 World Trade, New York, NY 10007

An Insider's view of Casper

What's something quirky about your company?

Casper is a sleep company that aims to awaken the potential of a well-rested world —not just for our customers but our employees too! I was amazed that employees get to “sleep in” the Monday following daylight savings time, letting us catch up on the hour we lost!

Hannah

Engineering Manager

What's the biggest problem your team is solving?

Managing the supply chain network's efficiency as the company continues to grow. . With multiple variations of size, color, and packaging to meet all of our sales channel needs, we have to be diligent and proactive to ensure that our manufacturers have a plan on what our production requirements are 3-4 months in advance.

Aaron

Supply Planning Manager

What makes someone successful on your team?

Success on my team means someone who is not only a subject matter expert but possesses a true passion and curiosity to solve complex problems, mine for insights and think creatively. Success also means building strong relationships across the organization, being highly collaborative and serving as a ‘go-to’ resource across the enterprise.

Katie

VP, Performance Media

What is your vision for the company?

Our mission: awaken the potential of a well-rested world. If you're better rested, you're able to fulfill everything else you want to do in the world. Casper is leading a movement in the importance of sleep, inspiring people to invest in their rest and creating the best products and services for better sleep.

Neil

Chief Strategy Officer & Co-Founder

How do you collaborate with other teams in the company?

The Creative team at Casper collaborates with every team. Within our own organization, we have Product Design, Digital Design, Environmental Design & Brand Creative - so there is obvious cross-disciplinary collaboration. We also work with Marketing, Retail, Wholesale, Ops, and others to bring our brand and products to life across all channels

June

Senior Director, Marketing Operations

What are Casper Perks + Benefits

Casper Benefits Overview

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

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Summer hours, Core hours.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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