Enjoy is the next generation of the retail store. We pride ourselves on delivering a new kind of buying experience by bringing the best of the store directly to you. We offer on-demand delivery for today's premiere products with additional help and setup. Best of all... it's free!
Each year we grow, reaching 51 locations in 2018 across US & UK, with more expansion on the horizon. Needless to say, it's an ambitious undertaking which requires a spirit of winning together and a strong growth mindset. We value people who are obsessed with delivering amazing experiences, kindness and outstanding value.
Enjoy is founded and led by Ron Johnson, former head of Apple Retail. Alongside is an executive team from leading retail, technology, and design organizations such as Apple, Facebook and Amazon.
About the Role.
The Customer Support Site Director will lead an on-site team at our Austin, TX Customer Support center and ensure their daily quality and success. If our internal customers or external customers need assistance the Customer Support team is there to help and you will manage the process to ensure this happens efficiently! This position reports into the Head of Customer Support.
Duties & Responsibilities.
Act as liaison between the Field Experts, Customers and key stakeholders to escalate feedback and find solutions to issues
Partner with our Learning and Development team to create training material for new hires
Aggregate issues from the team and partners with Head of Customer Support to identify solutions
Mentor Support Leadership to success, including identifying and holding individuals accountable to their KPIs
Monitor, evaluate, and communicate performance with Support Experts
Handle high level escalations and ensure resolution
Monitor day to day KPI levels to adjust quickly if need be
Monitor callouts and time off requests to ensure we have proper coverage in conjunction with the Supervisor
Ensure team members are maximizing productivity while managing morale
Fill in scheduling gaps, and be able to perform as a senior individual contributor when needed
Recommend process improvements backed by data and help implement and monitor those changes
Reporting and analysis to determine top contact drivers and work towards lowering volumes
Maintains constant communication of floor needs, wants, concerns and plans to all stakeholders
Attends weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status
You influence through collaboration, kindness, compelling storytelling, and data
You can work cross-functionally with stakeholders at all levels
You are self-motivated, resourceful, and able to manage your time effectively
Ability to work with short deadlines and maintain a professional composure
You are comfortable leading various sized teams and look for opportunities to develop and mentor others
You can carry a professional poise when presenting ideas to senior-level stakeholders, receptive of feedback and quick to adapt
Maintain composure even in the face of challenging situations. You can reassess and adjust approach when needed, and you persevere until the goal is achieved
Deep desire and proven history of building a strong support center culture
You can amass a wide knowledge base about a variety of products, processes & policies quickly
6-8 years customer service management or director level experience in a fast paced customer focused environment
Experience with CRM systems such as Salesforce, Zendesk and/or Talkdesk
Strong verbal and written communication skills
Have a flexible schedule that allows you to be available to your team that works from 8:00 am CST to 10:00 pm CST most days
Aptitude to train and mentor individuals and/or a group
Faculty to manage and provide feedback to all types of individuals
Ability to adapt to an ever-changing environment
Adeptness to create training documents
Proficiency to follow direction without close supervision