EndereçoJoVE () is a USA-based edtech company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented individuals to join our company.
Why Join JoVE?
- When working with JoVE, you can expect compensation package competitively placed within the local market
- You will make a direct impact in accelerating science research and in improving student learning in science education
- Opportunity to work in an environment that promotes innovation and collaboration
- Our strong promotion from within culture draws a clear path to advance your career with us
The Role
JoVE is seeking an experienced and dynamic professional to join our team as the Director of Customer Service. You will play a pivotal role in ensuring the highest level of Customer satisfaction through the strategic leadership and management of our support department. This position requires a proven track record in Customer Service leadership, a deep understanding of Customer support operations, and the ability to drive continuous improvement.
Responsibilities
- Develop and implement a customer support strategy aligned with the overall business objectives.
- Provide leadership to the customer support team, fostering a culture of excellence, accountability, and continuous improvement.
- Establish and monitor key performance indicators (KPIs) to evaluate team and individual performance.
- Conduct regular training sessions to enhance the skills and knowledge of the support team.
- Evaluate and optimize customer support processes to enhance efficiency and effectiveness.
- Implement best practices in Customer Service operations, ensuring adherence to industry standards.
- Continuously seek opportunities for automation and technology integration to improve service delivery.
- Act as the voice of the customer within the organization, advocating for customer needs and feedback.
- Implement strategies to proactively address customer concerns and drive customer loyalty.
- Utilize data analytics to track and analyze customer support trends, identify areas for improvement, and make data-driven decisions.
- Prepare regular reports for executive leadership, highlighting key performance metrics and trends.
Skills And Qualifications:
- 8+ years' experience in a leadership role within Customer Service, with a track record of improving customer satisfaction.
- Excellent problem-solving and communication skills - you will need to solve complex support issues and communicate effectively with team members and customers. Must have strong verbal and written communication skills and explain complex concepts clearly and understandably.
- Creative thinker with outstanding communication skills through various media to effectively influence and engage with customers and key stakeholders.
- Strong leadership and management skills are essential for leading the team and ensuring they perform at their best. This includes skills in team building, conflict resolution, and performance management.
- Experience of Customer support processes & systems within a technology/Ed-Tech environment is a plus.
- High level of attention to detail and extreme focus on quality of results (essential).
- Experience interacting with customers, senior executives, and business leaders.
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