Scale - Careers

Director, Contact Center and Customer Experience

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, Contact Center and 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 and life insurance
- Generous Paid time off
- Employer matching 401(k)
- Access to our Employee Wellness Program (2 x Mental Health Days, Floating Holiday, yoga and meditation classes)
- Paid Parental Leave
- ScaleGIVE - Charity Matching contribution - up to $500/year
- ScaleED - Professional Development - $200/year
- WFH Stipend - $100/month
- Employee discounts for all products across our brand portfolio
- Monthly and Quarterly Employee Bonding events (virtual team lunches, company wide quarterly events, virtual team building activities)

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