Job Description

ABOUT THE ROLE

As the Head of Customer Success at Fièra Cosmetics, you will be at the forefront of ensuring an outstanding experience for our valued customers. You will lead a team of dedicated Customer Happiness Agents and Team Leads, working collaboratively with cross-functional teams to enhance operational efficiency and elevate customer satisfaction. This is a fully remote leadership position that requires strong management skills, a deep understanding of customer service best practices, and the ability to thrive in a dynamic, fast-paced environment.

RESPONSIBILITIES

Team Supervision & Training:

• Oversee a team of Customer Happiness Agents and Team Leads, ensuring high-quality responses and resolutions to customer service tickets.
• Monitor performance metrics, provide regular feedback and coaching, and plan for team growth with Operations management.
• Facilitate training sessions to refresh agents on policies and procedures as needed.
• Document the training process and provide comprehensive training for all agents when new policies, procedures, or tools are introduced.
• Foster a collaborative environment, support team members, and contribute to hiring and training programs.
• Identify and develop exceptional team members for leadership roles.

Operational Efficiency:

• Evaluate and improve processes for ticket resolution across various channels.
• Focus on metrics such as first response time, resolution time, conversion rate, and overall ticket resolution by agent and as a team.

Ticket and Advanced Issue Resolution Auditing and Responses:

• Audit ticket responses weekly to identify improvement opportunities and provide guidance on upselling and converting sales opportunities.
• Resolve escalated or high-risk customer issues with professionalism, empathy, and efficiency.

Continuous Improvement Projects:

• Collaborate with Operations Management to identify and evaluate vendors for new tools, focusing on automation and optimizing team time for critical customer interactions.
• Drive initiatives to enhance brand reputation through improved customer interactions and revenue-generating activities.

Policies & Processes:

• Spearhead documentation of policies and procedures for the team and ensure it is regularly updated to reflect changes.
• Develop innovative ways to store, communicate, and search for information during support sessions.

Brand Management and Moderation:

• Ensure consistent brand messaging and reputation management across all channels.
• Monitor and moderate customer interactions to maintain a positive brand image and address any concerns promptly.

Reporting:

• Utilize reporting tools to keep leadership and agents informed on utilization, response times, and changing support volumes.
• Monitor customer questions and complaints, addressing critical issues and trends.

Maintain Professional Standards:

• Ensure all team members uphold Fièra Cosmetics' brand reputation.
• Address deviations from professionalism and empathy, maintaining the company's standards of excellence.

QUALIFICATIONS

• 5+ years of experience in people management and customer service with a growing e-commerce brand.
• Robust knowledge of customer service best practices.
• Excellent communication and interpersonal skills.
• Comfortable working with a fully remote team in multiple time zones.
• Extra bonus points for experience working with Gorgias, Shopify and CheckoutChamp

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