We are in the midst of a work revolution – quality work is moving online. And Elance is where the jobs are going. We’re building the infrastructure that capture clients and freelancers’ preferences and requirements, matching jobs with the best freelancers available, and maximizing the chance of great outcomes. And that’s where you come in.
We are looking for a Director of Customer Service with the experience and drive to ensure that we deliver a superb service experience to our customers around the world, and the curiosity, passion, and insight to innovate, as we reinvent our service and support experience. Reporting to the Vice President of Operations, you will be expected to own all the KPI’s and provide strategic leadership and management for the Customer Support, Disputes and Policy & Performance teams.
In this role you will:
Manage the delivery of our customer service across all contact channels globally—phone, web, social and chat, not just meet SLA’s but to champion changes that will reduce speed to resolution and reason for contact
Manage all third party relationships in delivery of Customer Service: Zendesk, phone, chat, etc.
Drive change through operational metrics and look for the deeper story, and opportunity, behind the numbers
Work closely with other functions to ensure readiness for new features and policies
Develop and rollout a communication, management, compensation and career plans that will inspire the teams to deliver service that builds loyalty to Elance
Select, develop and build highly-responsive and engaged teams by recruiting people, defining staff development areas and programs and providing ongoing feedback, training and development
Set high-quality service levels for your team and monitor performance against those levels
To win in this role, you need:
7+ years managing a Customer Service organization in distributed locations
Exceptional managerial and leadership skills to help drive a culture of customer satisfaction, excellence and continuous improvement
Proven track record of implementing changes resulting in significant customer experience improvements
Excellent process management and development skills
Experience managing third party service providers
Experience with Zendesk and Gooddata a plus
Ability to multi-task and work in a deadline driven, hyper-growth environment
Strong oral and written communication skills, as well as a strong technical and analytical aptitude
Superb communication skills at all levels from dealing with customers to presenting in front of executives
Vision to see what is necessary to scale our business
Come work where people say “Happy Monday” and actually mean it (seriously, no joke).
A funny thing happens when your job is putting mile-wide grins on the faces of online freelancers and the businesses who hire them. You start to smile a lot yourself, knowing you’re helping people live the dream and get great work done ASAP.
You see at Elance we’re not just creating a revolutionary place for businesses to find, hire and work with online freelancers. We’re also creating a fun place to work. And to keep the good times going strong we’re always looking for amazing people ready to help the world Work Differently™.
So check out our job openings in the Silicon Valley, San Francisco and Europe. Join Elance as we change how the world works, and learn why around here TGIF means “This Gig Is Fantastic.”
Visit us at www.elance.com
Elance, Inc. - 10 months ago