Customer Support Manager; Location: East Coast (work from home office, preferably based in NYC)
at Farmigo in Palo Alto, CA
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Jun 09, 2013
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Overview
Job Description
The Director of Customer Support is responsible for the overall direction, coordination, quality and output of our customer support operation; both consumers (online community building) and farmers (technical support). This position requires a candidate who leads by example, rolls up their sleeves and gets things done. They need to drive process improvements while motivating team members to meet the challenges of an extremely customer focused and metrics driven environment.
We are looking for someone who has experience leading a support organization that serves millions of customers, can see the bigger picture, question assumptions and existing ways of doing things and work in a dispersed geographic organization in different time zones. If you are someone who owns outcomes, loves fast paced environments and most importantly has a laser focus on improving the customer experience, join us!
The Director of Customer Support is responsible for the overall direction, coordination, quality and output of our customer support operation; both consumers (online community building) and farmers (technical support). This position requires a candidate who leads by example, rolls up their sleeves and gets things done. They need to drive process improvements while motivating team members to meet the challenges of an extremely customer focused and metrics driven environment.
We are looking for someone who has experience leading a support organization that serves millions of customers, can see the bigger picture, question assumptions and existing ways of doing things and work in a dispersed geographic organization in different time zones. If you are someone who owns outcomes, loves fast paced environments and most importantly has a laser focus on improving the customer experience, join us!
Responsibilities
Responsible for the overall direction and performance of the support team as well as serving as an outstanding role model and advocate of the customer.
Manage the recruitment, development, retention, coaching, motivation and performance of the Farmigo support team.
Develop and execute strategies to exceed customer satisfaction and ensure consistency in customer care.
Drive an online customer advocacy initiative which fosters a customer community and provides dynamic content.
Monitor operational activity (customer tickets, key performance indicators/metrics)
Establish world class customer service policies, processes and standards.
Work weekends and holidays as business needs require
Experience
Prior experience supporting a powerful consumer/technology brand known for their customer centric approach
5+ years successful experience managing service center operations with demonstrate progressively increasing responsibility
Proven customer service mentality and experience dealing with customers on product/technical issues
Passion for Farmigo's mission
Skills
This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth - all while motivating others to meet the daily challenges.
Education
BA/BS degree (MBA/MA preferred)
Compensation
We want to be sure you know what you are getting into. This question is meant to help you and us assess whether Farmigo is a good fit for your aspirations.
*Why do you want to work at Farmigo?
Submit your resume and answer to the above question to jobs@farmigo.com. Please write "Customer Support Manager" in the subject line of your email.
*Why do you want to work at Farmigo?
Submit your resume and answer to the above question to jobs@farmigo.com. Please write "Customer Support Manager" in the subject line of your email.
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