Director / VP Customer Service

Echelon Fit is currently seeking a Senior Director / VP of Customer Service, to lead our team into a new era of growth. You will be responsible for setting the standards by which we communicate with and support our customers, establishing and monitoring metrics for success, developing a career pathing and performance management plan, and working closely with other department leaders to ensure fluid cross-functional information sharing.

- Provide day to day leadership of the Customer Service team as they deliver live phone, email, social, and chat support for customers and members who use our equipment and plans.

- Clarify the vision for how Echelon engages and delivers value to customers and align that vision across the organization in partnership with customer service

- Emphasize the importance of delivering an excellent customer experience, building a culture that emphasizes client engagement and delivering value to customers

- Serve as the final point of escalation for those who require elevated levels of care

- Achieve established SLAs, while proactively improving processes and training to exceed targets

- Oversee and manage BPO Call Center partners

- Ensure accurate record-keeping and documentation of customer and member service actions and discussions

- Developing a customer service roadmap and list of strategic initiatives to ensure we're consistently delivering best-in-class customer and member experience standards as our business grows and scales

- Leading and growing our Customer Service team - Mentor and coach team members, ensuring that customer and member satisfaction improves with every interaction

- Partnering with the Product, Marketing and Operations teams to develop and analyze metrics that measure the growth and performance of the team, focusing on improvements and optimizations

- Collecting and synthesizing relevant data, and suggesting improvements in the tools, techniques, and processes to effectively scale the team

- Foster effective dialogue with cross-functional teams to facilitate processes.

- Anticipate needs and challenges and provide seamless solutions

- Ensure all activities are in compliance with applicable rules, regulations, policies and procedures, including PCI compliance and privacy regulations

- Bachelor's degree in communications, advertising, business, information technology or a related field preferred

- Over 10+ years of proven success in leading, building and managing highly effective direct to consumer customer service & sales teams

- Strong track record of Call Center management with experience of direct and indirect agent management

- Experience with sophisticated care organizations across multiple business models including subscriptions businesses

- A leader that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results

- Demonstrated success in building and leading high-performance teams.

- Experience in scaling and optimizing customer service tools and strategies

- Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy