Director Customer Service

Director Customer Service

Administration

Company Description

Cheetah Technologies, Inc. is re-inventing the B2B marketplace for small business supplies. We have a strong presence in the Foodservice industry, and are rapidly expanding additional segments including offices, bodegas, and other small business. We connect local vendors with local buyers, significantly reducing costs for our customers and increasing market penetration for our suppliers. We are headquartered in the San Francisco Bay Area and have multiple operations on the West Coast. 2018 will be a year of rapid expansion as we add new geographic markets and vendors while also improving our technology stack. If you are looking for a fast-paced work environment where you can disrupt an inefficient market, provide best-in-class service, and be part of a fast-growing team, we look forward to talking to you.

General Job Description

The Director Customer Service at Cheetah Technologies, Inc. oversees the initiatives that improve and deliver best-in-class support to our customer base. We rely on repeat business from customers to maintain long-term profitability and need an experienced professional to own this department. Cheetah Technologies, Inc. is a fast-growing company, so the Director Customer Service has to be comfortable with quickly implementing new processes as customer needs and segments evolve. This role will focus on key Customer Service processes and activities including: managing customer services reps, support, retention, renewals, up-sells, etc. By measuring progress and adjusting accordingly, the Director Customer Service is integral to the transformation of Cheetah Technologies, Inc. into the platform that deliveries the best customer experience in the B2B marketplace.

Major Duties and Responsibilities
  • Increase renewal rates and decrease churn
  • Increase lifetime value of customers
  • Develop policies and standards for customer service
  • Train, manage, and coach customer service team
  • Grow customer service team as company scales
  • Collaborate with Sales, Development, Operations, Marketplace, and Growth leadership to prioritize Customer Service projects on the company roadmap
  • Create best practices for scaling customer service in new markets
  • Track KPI’s associated with customer service
Minor Duties and Responsibilities
  • Develop frameworks for new technology initiatives
Qualifications for the Job
  • BA/BS
  • Masters in associated field a plus
  • 5+ years in leading customer-facing organizations
  • 5+ years in people management
  • 2+ years in post-sale and sales
  • Experience in a fast-paced start-up a plus
  • Experience in B2B sales and customer support
Key Competencies
  • Exceptional interpersonal skills with ability to manage through persuasion, negotiation, and consensus building
  • Proven track record in people management – both local and remote
  • Strong data analytics and skill in associated programs (excel, google sheets, etc.)
Other Competencies
  • Proficiency in SQL is a plus
Other
  • Willingness to travel to off-site customer support centers as needed

Email your resume to hr@restaurantcheetah.com

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