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Director, Customer Support

Platform Services | Remote Eligible | Full Time

Job Description

ABOUT CHAIRISH

Founded in 2013, San Francisco-based Chairish is the leading online marketplace for exceptional home furnishings. Our mission is to inspire and foster the joy of creative expression through home decorating.

The Chairish marketplace connects millions of design lovers to over 10,000 sellers, creating newfound business for sophisticated brands, unique makers, remarkable artists, esteemed vintage and antique dealers as well as private collectors. We are leading the luxury home furnishings industry into the digital future.

Our leadership team includes veteran technology entrepreneurs who’ve created the biggest global travel brands alongside celebrated fashion and design industry executives. Chairish has earned widespread recognition from leaders in the home design space. Architectural Digest named Chairish the #1 “can’t live without decorating app” that “will change the way you shop for furniture online.” Entrepreneur lists Chairish as one of  “best entrepreneurial companies in America” and IAB recently named Chairish a "Brand to Watch in 2020”.


POSITION OVERVIEW 

Chairish Inc. is looking for a Director, Customer Support who will lead the Customer Support team (internal and third-party) and outcomes for our buyer and seller communities, while meeting or exceeding Chairish objectives and goals. 

We’re looking for someone with a strong track record of leading internal and third-party teams, delivering high-touch service, revenue generation and protection in a multi-channel, e-commerce environment. The ideal candidate brings extensive contact center management experience in high-growth environments.


Responsibilities

Provides leadership to third-party contact center partner(s)

  • Contract adherence (negotiations a plus)

  • Resource planning including forecasting, recruiting, hiring, training, upskilling, and coaching processes to achieve KPIs 

  • Identify strengths, weaknesses, risks, and opportunities and develop execution plans to drive performance and growth

  • Develop and plan for the rollout of new features, programs, and initiatives to ensure seamless support

  • Ensure that quality and training programs reflect the needs of the business  


Team Building and Development

  • Maintain seamless alignment between Chairish HQ and the contact center staff 

  • Identify and leverage the team’s strengths and opportunities to maximize contributions 


Business Support and Results

  • Advocate company mission and vision while enforcing company policies and values

  • Support the resolution of escalated client issues, escalate when appropriate, and report on trending issues

  • Establish and deliver performance metrics and goals that tie to established business objectives.

  • Collaborate on the development, evolution, and execution of the Customer Support organizational strategy

  • Communicate the organization’s performance in meeting customers requirements

  • Create standard operating procedures and training resources to ensure consistency and quality


Your Experience

  • 10 years of progressive contact center leadership experience / 5+ years experience managing all aspects of a third-party contact center partner

  • Demonstrated ability in building and delivering high-touch service programs

  • Proven experience managing competing priorities in a fast-paced environment

  • Strong oral, written, and interpersonal communication skills, sufficient for both internal and customer-facing communications

  • Comfortable with data  - analysis, spreadsheets, forecasting, and reporting results


MORE ABOUT CHAIRISH, INC.

Chairish Inc. is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender identity/expression, race, religion, national origin, ethnicity, disability, sexual orientation, veteran or military status, or any other category protected under the law. We are an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We strongly encourage applicants of all backgrounds, identities, and perspectives to apply to job positions at Chairish. 

If you are interested in applying for this opportunity, please apply with your resume.  All submissions will be evaluated and interviews will be conducted for those applicants who most strongly fit our needs.  If you need reasonable adjustments at any point in the application or interview process, please let us know.


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