Yotpo is looking for a Director of Customer Care who will join our Delivery management team.

In this role you will build and manage our first global Customer Care team.

Our ideal candidate will have extensive experience within the eCommerce industry, strong leadership skills and the ability to approach business from a creative point of view.

The candidate should be extremely familiar with establishing operational processes, creating a culture of data-driven decision making, and driving growth in a fast-paced environment.

Yotpo's Customer Care Organization will focus on our self-service customer experience and will enable customers to design and execute their marketing strategy while leveraging Yotpo's product suite.

Responsibilities:

  • Build and manage a Multi Product customer care organization
  • Define team KPI's to support business requirements
  • Define use cases and playbooks to improve product adoption, usage and overall customer satisfaction
  • Systematically improve all performance metrics of the team, including those related to productivity, efficiency and customer satisfaction
  • Develop the team's skills, focusing on product knowledge, customer service, and an overall understanding of our solutions as well as our customer ecosystem
  • Work closely with Product, Marketing and other Support leaders

Requirements:

  • 5+ years experience in managing teams (Support/Client-Success/Customer Care or equivalent) - For a SaaS company
  • Experience within the eCommerce industry - A must
  • Excellent communication skills in English (written and spoken)
  • A natural educator whose willingness to teach is reflected in responses in information, and overall support provided to our customers
  • Team player
  • Can-do approach, service-minded mentality


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