DIRECTOR OF CUSTOMER SUPPORT The Director of Customer Support will have responsibility over our Product Support and Trust and Safety teams, both critical parts to the success of luly.com. This is a multi-faceted role, managing both the day to day operations of the Support team and workload, while also focusing on the continual growth and improvement within the team. As Director of Customer Support you will have the ability to positively impact the product strategy and direction from a supportability and functionality perspective.

Ensure the highest possible level of top quality Customer Service and communication to our customers Work with the Support Team to develop individual training plans to provide them with the skills required to maximize employee utilization and to deliver superior customer support Create, implement, standardize and enhance processes within the team Work collaboratively Develop and deliver regular performance feedback and coaching to achieve optimal execution for each member of the support team Handle difficult or escalated customer issues with diplomacy and tact insuring issues are resolved and effectively communicated in a timely and professional manner

Proactively identify ways to improve the customer experience that ensures high customer satisfaction and retention rates Utilize existing or establish additional metrics to insure the support organization is running at optimal levels at all times

Ability to work well with people and communicate effectively both internally and with customers Strong mentoring/coaching skills related to developing employees to work witcustomers Cultivate a winning culture measured by high retention and employee satisfaction, resulting in superior performance Analytical reasoning skills – uses metric and KPI methodology to constantly review and enhance team performance and efficiency Good at problem solving and a logical thinker. Ability to quickly learn software Strong work ethic and entrepreneurial approach

$60,000 — $90,000/year