Director of Customer Experience at Marie Forleo International

Remote
Marie Forleo International

DIRECTOR OF CUSTOMER EXPERIENCE

You’re a caring, strong and experienced Customer Service leader, who’s committed to going above and beyond to make the customer experience a smooth and joyful experience for both customers and our internal team.

You have proven leadership and operations management experience along with an innate ability to make customers and team members feel heard, reassured and empowered to create work that matters. You also have the stamina to face difficult situations with class and grace, clearly communicate and problem solve technical issues, and hire/retain a superstar team of employees and seasonal contractors.

As our Director of Customer Experience, you’ll wear many hats and have the opportunity to help grow and shape the future of our company. The only limit is your drive, commitment, and imagination.

What You’ll be Doing In this Role:

  • Lead, inspire and grow a talented team of employees, contractors and agencies including but not limited to: Customer Happiness, Customer Operations, Accounts Receivable, Mentor Coaches, and Community Moderators
  • Recruit, train and guide an agency/team of seasonal contractors that help scale up customer support during integral product launch seasons
  • Measure effectiveness of customer success: define operational metrics for the team and establish systems for tracking metrics
  • Provide coaching and performance feedback to team members
  • Work alongside the executive team to move forward company goals and initiatives
  • Advise Design, Web Development and Growth teams on Customer Experience projects, anticipating customer needs and potential impacts to customers
  • Oversee and problem solve all customer automation, including order forms, payment collections, delinquent collections, emails, and overall experience
  • Be a liaison between the Customer Experience team and Design/Web Development/Growth teams to communicate tech support requests, impact, and priority

Reading this makes you say, WHOA that’s ME!:

  • You understand that keeping customers happy means truly understanding their needs and challenges
  • You thrive in a fast-paced environment
  • You love simplifying systems, processes and communication flow wherever possible
  • You have experience with complex web and billing automation involving CRM/email/billing systems
  • You’ve worked at a tech start up and/or in a virtual environment where 99% of the customer experience happens online
  • You have proven leadership experience with Customer Service teams
  • You’re an effective, clear communicator in all formats
  • You have a passion for mentoring, coaching and educating
  • You’re a maximizer and have a knack for finding ways to optimize and improve everything you’re involved with
  • You’re practically always on time (or early) and strive to deliver ahead of deadlines
  • You care deeply about your work, colleagues, and the well-being of the company
  • You’re not (overly) attached to your ego you’re focused on finding, developing, and executing on the best ideas to get the best results
  • You’re 10,000% comfortable working in a virtual environment
  • You do whatever it takes and the phrase That’s not my job is not a part of your vocabulary
  • You’re a born GO GETTER always looking for ways to add value, do better work, improve efficiencies, build others up, and make the world a better place

Necessary Skills:

  • 8-15 years of relevant experience in a customer service setting, and 5+ years of leading a high performance customer service team directly
  • Proven leadership and operations management skills
  • Ability to inspire and support staff through a period of rapid change
  • Strong writing skills with a focus on empathetic, caring and solutions-oriented language
  • A strong technical aptitude
  • Strong attention to detail
  • Strong problem solving and critical-thinking capability
  • Ability to adapt and be agile as needed in a fast-paced, growing environment
  • A positive, high energy and customer centric/solution oriented mentality
  • Excellent listening, problem-solving and organizational skills

This position is not for you if:

  • You have personal drama
  • You don’t really commit wholeheartedly to anything
  • You don’t like marketing, sales, technology or being the best
  • You think self-help is weird
  • You have no sense of humor
  • You don’t live and work in the continental United States

The nitty gritty:

  • This is a full-time virtual position working with our virtual team. You’ll have full autonomy over where you work, what you wear and which pet sits at your feet
  • Paid medical and dental insurance, plus $1,500 HSA deposit
  • Flexible Spending Account for health insurance and childcare
  • 4 weeks company closure time off (exact dates determined by company)
  • 10 days PTO
  • Paid holidays
  • 5 sick days
  • 3 inspiration days to use as you choose
  • 401(k) + company match
  • Paid parental leave
  • Colleagues who will make you laugh and support you every step of the way

About Marie Forleo International

Marie Forleo International is a socially-conscious digital empire founded by #1 New York Times bestselling author and one of the most sought-after motivational coaches in the world, Marie Forleo. Our mission is to give people the tools they need to change their lives. We do this through our award-winning show MarieTV, The Marie Forleo Podcast and our online training programs like B-School and The Copy Cure.

We believe in the power of personal growth, laughter and life-long learning. Our motto is everything is figureoutable, and we’re dedicated to helping millions of big-hearted dreamers use their gifts to change the world.

We hire people who are motivated by our mission and passionate about creating positive change. Our team is remotely distributed; we care more about your work-ethic and attitude than your location.

At Marie Forleo International, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative experiences that improve the way people live, learn, communicate and grow. We’re proud to be an equal opportunity employer and we firmly believe that our work is best when everyone feels free to be themselves.

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