Director of Customer Care- UWorld

UWorld has a need for a Director of Customer Care to lead our dynamic Customer Care team based out of Dallas, Texas. Reporting to the CTO, we are seeking a highly motivated and positive individual who is passionate about developing a high-performing and engaged Customer Care team while delivering an exceptional high-touch experience for our clients and customers.

This is a strategic leadership role in which the incumbent will not only build out and lead the day-to-day function of the Customer Care department but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

Qualifications

Minimum Education

• Bachelor’s degree or equivalent experience
• 10 years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
• 5 years of experience leading and training a Customer Care team
• Experience administering customer support tools and technologies, like CRMs and/or ticketing systems

• Process Optimization –
  • Oversee day-to-day operations of the Customer Care department, namely efficiently resolving customer concerns via phone calls/emails/tickets, managing team member schedules, monitoring individual and team performance and trainings, enhancing quality of customer service delivered, ensuring compliance with service level agreements etc
  • Establish best-in-class practices for the Customer Care team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management etc
  • Build out a knowledge base for the Customer Care team to reinforce consistent and timely customer experience
  • Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
• Measuring and Evaluating Service Excellence –
  • With a first call resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
  • Audit calls and manage productivity of the Customer Care team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
• Developing a High-Performing Team –
  • Recruit, coach, inspire, and develop a world-class Customer Care team capable of adapting in a consistently evolving and high-growth environment
  • Identify and retain key talent and cultivate pathways of career development and growth for the Customer Care team
• Communicating Effectively and Efficiently –
  • Set clear expectations and provide clarity for the Customer Care team as it pertains to individual, departmental, and company goals
  • Ensure the Customer Care team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
  • Manage the flow of information accurately and appropriately
• Advocating Interdepartmental Collaboration –
  • Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
  • Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success

• Competitive compensation (contingent on experience)
• Paid time off (based on sliding scale according to hire date)
• A generous paid holiday schedule
• Comprehensive benefits package (medical, vision, dental, life, disability)
• 401(k) plan for retirement with 4% employer matching (eligibility after 90 days of employment)
• On-site group fitness classes and relaxed work environment

At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.