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Company introduction:Welcome to The Pod Company! Our journey started in 2022 when our founder, Simon, decided to create a product that would change the game when it comes to health and wellness. After many prototypes, he created the IcePod – an affordable, portable ice bath designed to let anyone enjoy cold water therapy without breaking the bank. Here at The Pod Company, we have one clear vision: To make wellness accessible to everyone. We are now a team of 18 passionate individuals who are committed to helping people change their life, mood, and health with our products. We work across four continents with warehouses in Europe, Australia and the UK. As a team, we value authenticity, collaboration, and growth. As part of The Pod Company, you’ll be joining a place where your voice is heard, and your contributions have a real impact.RequirementsAbout the Role:The Head of Customer Support & Quality Assurance at the Pod Company is responsible for managing our Customer Support Team and initiatives. As the leader of our Customer Support Team, you need to take ownership of your team’s work quality, morale, and overall effectiveness. This position requires a deep understanding of operational excellence, customer-centricity, and process refinement to uphold our commitment to delivering exceptional support experiences. As the Head of Customer Support & Quality Assurance, you will be at the forefront of ensuring that every interaction of our Customer Support Team reinforces our mission to make wellness accessible to all. Responsibilities generally include leading our team of professional Customer Support representatives in a way that fosters a healthy work culture, maintaining and improving our support processes, performing regular quality checks within our support environment, working to optimize the entire support experience to keep our customers satisfied, and providing feedback to the founder on ways we can improve.General ResponsibilitiesThe responsibilities of our Head of Customer Support & Quality Assurance include, but are not limited to the following general responsibilities: Leading, motivating, and managing our Customer Support Team (consisting of support representatives) while working to foster a culture of empathy, expertise, and excellence Guiding our Customer Support Team team towards achieving and exceeding performance targets, ensuring that every customer receives timely and effective assistance Playing an active role in our Customer Support Team by handling more complex queries Conducting regular and thorough quality checks on current and past customer support interactions to uphold established standards and identify opportunities for improvement (such as checking that tickets are handled properly and updating the relevant dashboards and records) Hiring new support representatives when needed for phone and live chat support Terminating the employment of underperforming, less-motivated support representatives Taking ownership of the quality and efficiency of our support processes and policies, and working to optimize them and resolve issues when needed Regularly updating our online help center and FAQs to provide our customers with more information that can assist with their queries and concerns Ensuring a consistent and high-quality support experience across all interactions and platforms Leading initiatives to optimize our support processes, policies, and Standard Operating Procedures (SOPs) to enhance the team’s overall efficiency and effectiveness Collaborating cross-functionally to refine the customer support journey, from initial contact to resolution, ensuring a seamless and positive experience Utilizing your expertise in support tools, particularly the Gorgias software, to implement advanced rules and segments that streamline workflows and enhance response times Regularly provide our founder, Simon, with feedback on how we can improve our support experience (including ideas for product improvements, information on questions frequently asked by our customers, and providing a snapshot of our customers’ overall satisfaction) Overall, the Head of Customer Support & Quality Assurance will play a pivotal role in managing, improving, and maintaining The Pod Company’s top-tier customer support service to give our customers the best and most seamless experience to resolve their queries. Position specifications:The Head of Customer Support & Quality Assurance position includes committing to the following: Full-time commitment while meeting our general availability for our office hours Consistently maintain a record of working at least 8 hours per day Fixed-rate monthly salary paid in USD Receive contractor status after signing our non-disclosure agreement Committing to a 30-day notice period after the first month BenefitsAbout YouThe Head of Customer Support & Quality Assurance needs to take a highly communicative, effective, and proactive approach to their work. You should be able to work independently with high levels of reliability, transparency, and trust. You also need the ability to work under pressure and manage multiple people under your leadership. The ideal person for this role is someone who is a rational thinker, enjoys problem-solving and has great communication skills. In addition, good organizational, time management, and analytical skills will help you succeed in this position. You should also feel comfortable working in a remote environment. Availability and consistency are highly important factors for us, so our Head of Customer Support & Quality Assurance should display these qualities when it comes to workload commitments and general availability during office hours. Key requirements:The Head of Customer Support & Quality Assurance position has the following key requirements: Previous experience in a similar role within the e-commerce industry, or experience where you have led a team of customer support representatives Previous experience with recruitment is considered a bonus Any working experience with Gorgias software will count in your favor Ability to think rationally and make decisions or problem-solve independently Possess a proactive approach to your work Ability to keep excellent records of any issues within a customer support environment Ability to communicate efficiently about how processes can be improved Ability to recognize when there are trends or recurring issues that customers experience Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus) Must have a stable internet connection and a laptop or PC, as well as be able to attend virtual video conferences Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn't have to be your native language Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team Must be available and responsive during The Pod Company’s office hours Must be able to consistently work full-time
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