Scale - Careers

Director, Customer Success

Scale is a tech-driven direct-to-consumer company that builds and deploys next-generation CPG brands in the beauty, health and wellness industries. Through our proprietary eCommerce and digital marketing engine, Scale transforms consumers’ end-to-end online shopping experience while increasing brand loyalty and retention. Scale’s growing portfolio of five brands and 70+ products helps hundreds of thousands of people live healthier lives.

As the Director, Customer Experience, your most important role is leading and motivating the team to ensure they are providing the best customer service possible.  Must be an excellent communicator with the goal of keeping the department running in an efficient and profitable manner.

Requirements 

10+ years’ proven customer service experience leading a team of customer sales & service agents
Minimum of 3 years’ management experience in a fast paced work environment
Experienced in coaching, mentoring, motivating, and growing customer service professionals - especially around subscription, selling techniques (cross and up-selling) and retention
"Lead by example" management style
Experienced within a B2C or CPG company is preferred, in addition to highly advanced knowledge of sales and customer-care best practices
Understanding of all relevant key performance indicators (KPIs) and how to implement them successfully
Call center and customer service experience is essential
Previous success implementing a third party customer service overflow and back-up solution is highly preferred
Drive higher NPS by providing exceptional service at every point of the customer life cycle
Experience in the health and beauty industry is highly desirable
Responsibilities

Develop and execute strategies for lead generation, sales, subscription, retention, pricing, and all other matters related to revenue generation
Develop strategies to provide world-class customer care solutions
Manage the sales process, including pursuing and closing key sales opportunities
Meet or exceed established revenue and volume goals on a quarterly and annual basis
Work with KPIs and weekly/monthly benchmarks
Ensure the sales success of your team through goal-setting, coaching, and motivation
Identify operational issues and suggest possible improvement
Create aggressive goals around reducing subscription churn and improve save rates across entire agent pool
Prepare reports and analyze data to assist management in determining call center goals
Conduct weekly/ monthly meetings with the team and ensure team members are meeting goals 
Be willing to jump into the trenches, independently solve problems and communicate hits/misses to all key stakeholders
Provide learning and coaching opportunities and take corrective action when necessary

What We Offer:

Highly competitive salary 
Medical, dental, vision & life insurance 
End of year Company Bonus
401k match
Paid parental leave
Generous paid time off (Vacation days, mental health days, floating holiday etc)
Gym membership
Monthly and quarterly incentive

If you are interested, please send your CV to recruitment@scale.tech.