Experienced Vice President of Customer Service – Strategic Leadership and Operational Excellence in Remote Customer Support

About Workwarp and the Opportunity

At Workwarp, we're a national provider of branded athletic apparel, equipment, and uniforms that empowers organizations to celebrate competition, spirit, and identity. As a leader in our industry, we're committed to delivering exceptional customer experiences that drive loyalty and growth. We're now seeking an experienced Vice President of Customer Service to join our team and lead our customer support program to new heights.

The Role

The Vice President of Customer Service will be responsible for developing and driving our customer service strategy, managing the overall performance of our customer support team, and ensuring the highest levels of customer satisfaction. This leader will work closely with our operations and sales leadership teams to implement our corporate strategy and drive business growth. Additionally, this role will involve working cross-functionally to understand consumer needs and establish valued communication throughout the growth and development of the athletic apparel industry.

Key Responsibilities

• Develop and track Key Performance Indicators (KPIs) that hold team members accountable for their performance.
• Work with the Chief Operating Officer (COO), Chief Revenue Officer (CRO), and Vice President of Sales Operations to assess current staff and develop a hiring plan that builds a high-functioning Customer Service Representative (CSR) team.
• Develop and implement Standard Operating Procedures (SOPs) for the customer service team focused on standardization of communication.
• Own the delivery of extraordinary customer service, customer satisfaction, and revenue retention, while meeting service level requirements.
• Determine what resources, tools, systems, and training will be necessary for obtaining/exceeding service level targets, focusing on new technologies, process improvements, employee skill enhancement, and motivation techniques.
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Recruit, select, train, and coach CSR staff.
• Develop an effective systems environment to better leverage entire relations throughout the organization.
• Develop a strategy for incrementally transforming the customer experience through the use and improvement of current/future technology focused on cost reduction and improved customer service.
• Identify systemic issues affecting customer issues and work with internal stakeholders to identify and implement fixes, process modification, or changes to customer expectations.
• Act as the key point of contact to third-party vendors to ensure our technology is up to date and effective.
• Research best practices in related industries and companies to determine best practices, focusing on quality support and a positive customer experience.

Qualifications

To be successful in this role, you'll need:

• A Bachelor's degree in a related field or equivalent work experience.
• 7 years of experience in a customer support leadership position, with a preference for experience in the school products category industry.
• 3 years of leadership experience with a proven track record of developing direct reports.
• A proven record of delivering continuous improvement to achieve company goals and high standards of quality.
• Heavy knowledge and handling of customer service management methodology and techniques.
• Excellent cross-functional partnership skills and ability to work positively with business partners.
• Excellent resource (people, time, tasks) management skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• The ability to multi-task while consistently meeting deadlines.
• The ability to find innovative ways to respond to customer needs and resolve problems.
• Outstanding communication and presentation skills.

What We Offer

As a member of our team, you'll enjoy:

• A competitive salary.
• A remote work environment.
• Opportunities for career growth and professional development.
• A dynamic and supportive work culture.
• A comprehensive benefits package.
• Access to cutting-edge technology and tools.

How to Apply

If you're a motivated and experienced leader looking to drive customer service excellence, we encourage you to apply. Please submit your application through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team.