Global Director of Customer Support (Remote)
The Global Director of Customer Support joins Future Brands to maintain and improve a full understanding of how the Customer Service team provides a best-in-class positive customer experience at each customer touchpoint arising from a product inquiry, order follow-up, product review, and overall feedback.
Ultimately, the Global Director of Customer Support leads the Customer Support team in providing an excellent customer experience on each communication platform, resulting in collecting positive ratings and reviews from customers, as well as guiding customers towards current customer retention programs.
ROLES & RESPONSIBILITIES
- Support Daily Operations: Oversee your team’s daily activities and ensure that every action/task is leading towards growth.
- Data Analysis: Keep track of your daily, weekly, and monthly numbers in order to make sound decisions and lead your team in the right direction.
- Collaborate: Work with the marketing team in order to provide insights from a customer standpoint and share customer feedback. You also need to communicate with other departments to address customer concerns related to listings, stocks, and others.
- Be Updated with the Industry Trends: Be on the lookout for any trends arising in the industry including any policy changes on Amazon, Walmart, E-bay, and other channels.
- Propose Technical Improvement and Automation: Find ways on how your team can operate efficiently by exploring e-commerce tools that would help you gather data, set automated reports, have effective templates to connect with the customer and others.
- Works hard
- Hungry for achievement
- Team player
SKILLS & QUALIFICATIONS
- Must have 6 to 10 years of experience leading consumer-facing customer support teams, and recent e-commerce industry or Amazon FBA customer service experience.
- Must have experience within digital marketing, preferably in a fast-paced and high-growth business, including, ideally, an experience in a scale-up or start-up.
- Solid organizing skills and the capability to play multitask comfortably in an ever-changing fast-growing environment
- Monday-Friday | 9:00AM to 5:00 PM EST/DST
WHAT'S IN IT FOR YOU?
Are you looking to transition to a job that lets you work from home permanently? An international and diverse work atmosphere? A chance to be part of a fast-growing company and the next success story? If so, you've come to the right place! Below are some of the benefits that we offer:
- Birthday Bonus
- Medical allowance
- Paid holidays (US and PH)
- Paid Vacation and Sick Leave
- Year-end bonus (13thmonth pay)
- Yearly performance appraisal