Purple Carrot is hiring a

Customer Support Director

Needham, United States
Remote

Purple Carrot is on a mission to cultivate the plant based resolution, one meal at a time. We are looking for an experienced and passionate Customer Support Director to lead our support team, execute and maintain best practices, increase retention and drive improvements across the company through the voice of the customer. This role requires outstanding leadership skills and the ability to strategize and drive execution across this critical initiative.

As the Customer Support Director, you will scale and lead our customer support team to achieve the highest levels of experience through delightful, timely, and professional communications with customers. This position requires a creative approach to maintaining and streamlining our existing customer support workflow with an emphasis on innovative technologies to help further this achievement.

This role reports to our Head of Marketing. Due to Covid-19, the Needham office is closed through 2020, and potentially longer. Upon reopening the office, we will work with this position on creating a cadence for an in-office schedule and/or visits.

Responsibilities:

  • Lead a team of high-performing Support Supervisors and Customer Advocates, along with developing hiring models and a vision for how to best scale support.
  • Develop and execute a holistic customer support strategy to wow customers and build loyalty.
  • Collaborate with cross-functional teams to share data-driven customer feedback and insights to help inform product, web, and marketing improvements.
  • Create project and implementation plans for any new or replacement support tech tools; strategize and research ability to add new technologies and support channels to our customer experience mix.
  • Represent customer support function in cross-functional leadership meetings and ensure customer concerns are taken into consideration when business decisions are being deliberated.
  • Drive improvements to workflows and processes to streamline internal communications between customer support and cross-functional teams and meet KPIs without sacrificing customer experience
  • Create structure and process to analyze customer contact data (i.e. SLAs, KPIs, CSAT) and use that information to drive improvements to the overall team performance & growth.

Requirements

Experience:

  • 7+ years experience in customer support/experience at a B2C company, with at least 4 years of people management experience
  • Bachelor's degree, or equivalent experience
  • Demonstrated mastery of CX KPIs (NPS, CES, CSAT, Contact to Order ratios)
  • Experienced in hiring, training, and mentoring new employees
  • Experience and desire to work in fast-paced, growing start-up that receives high volumes of customer feedback consistently each week

Traits:

  • Superior people skills - ability to wow customers and lead a team, creating a collaborative environment that nurtures growth, action, and outcomes.
  • Excellent problem solving skills.
  • Well versed on customer experience tools and reporting.
  • Ability to build relationships and drive cross-organization alignment.

Benefits

About Purple Carrot

Purple Carrot is a meal kit subscription service on a mission to help customers eat more plants. We are looking for hardworking individuals who take pride in having fun and have a passion for startup culture. From sip and spin nights, to our annual day of service in the surrounding community, we work to live and yet live to work because we're doing what we love. We’re crafting delicious, 100% plant-based recipes and shipping them to homes across the country, making it easier than ever to eat healthy, nutrient-dense foods on a regular basis. Since its launch in October 2014, Purple Carrot has grown significantly with increasing revenues, new subscribers, and national reach.

We are committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap, veteran status, or marital status.

Benefits

We love our staff, and show it with benefits (medical, dental, vision, and life insurance), matching retirement plan, unlimited paid time off, professional development dollars, credit toward free Purple Carrot boxes, and working in collaboration with co-workers who are passionate about food.