Job Description

WHO WE ARE:

Our singular mission is to help people feel better naturally. We believe that when people feel better, they're freer to do what moves them. We're committed to continuous innovation and surround ourselves with specialists, thought leaders, and experts - inside and outside of the office.

We're dedicated to leading the tech wellness industry, and that starts with our employees. If you thrive in creative environments, are concerned with big, innovative ideas, love to collaborate, have an entrepreneurial spirit, and are driven to succeed, get in touch with us. Together we can push the limits of what can be achieved for everybody.

WHO WE'RE LOOKING FOR:

The Vice President, Global Customer Experience will create and drive a vision which will enhance customer satisfaction and loyalty. Primary duties will include overseeing service calls, sales order maintenance, conflict resolution, technical support, and collection of balances. Long term goals include; continuous process improvement, developing department leadership, survey customer feedback and ensure proper staffing based on seasonality.

KEY RESPONSIBILITIES: 

• Partners with the management team to align customer service department policies and systems with the company's objectives.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Measures Customer Service Reps performance by setting standards to meet service goals of company.
• Assists Customer Service Reps in troubleshooting orders that require special handling.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Oversees quality and quality of work produced insuring employees are held accountable and expectations are consistently met.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Provides feedback to the company regarding service failures or customer concerns.
• Resolves escalated service center issues for customers.
• Continually evaluate company policies to provide fair and consistent service to our customers.
• Responsible for employees' training and development which includes leadership development
• Demonstrates leadership qualities consistent with management values and mission.
• Coaches Customer Service team in order to achieve high performance.
• Develops staff through performance management, goal setting, training, and effective employee relations.

THE RIGHT PERSON WOULD HAVE:

• BA/BS degree
• 6+ years in a management capacity with experience overseeing both onshore and offshore teams.
• 10+ Years of Customer Service Experience
• Contact center management experience in a related or similar environment with a customer satisfaction focus.
• Prior experience with CRMs (Salesforce preferred)
• Must be able to work some holidays as required to fulfill business and operating plans.

#LI-REMOTE

Therabody is committed to diversity, equity and inclusion. We will not tolerate discrimination in employment, employment-related decisions, or in business dealings on the basis of race, color, genetic information, age, sex, sexual orientation, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status. We will strive to provide an environment free of discrimination to our team members, customers, guests, and suppliers. We seek contributors from all backgrounds and walks of life to join our team, and we encourage our employees to bring their empowered, passionate, and authentic selves to work every day.