Director, Customer Service
Core
Strategic and operational management of the Customer Service department, leading diverse teams across US and India to deliver exceptional experiences for residents and property managers.
Role type
Director of Customer Service
Builds
Customer support operations and resident/property manager experiences
Domain
PropTech / Rental Housing
Deliverable
dashboards & analysis
Required skills
Strategic planning, team leadership, vendor relationship management, KPI/SLA monitoring, performance management, process improvement, budget management, cross-functional collaboration, problem-solving
Preferred skills
Experience with Intercom
Technologies
CRMs, workforce management tools, QA tools, Intercom (via careerplan.io/jobs/6111061004-director-customer-service-at-smartrent)
Responsibilities
Develop and execute customer support strategy, supervise managers and agent teams, manage outsourced/offshore vendor relationships, analyze performance data, act as final escalation point, design standardized policies, oversee training programs, report to senior leadership
Seniority
Director, strategic leadership & operational oversight