Director of Customer Service and Technical Support - Los Angeles, CA

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Director of Customer Service and Technical Support Los Angeles, CA

Overview :

Feit Electric, a leading lighting and smart home product manufacturer, is seeking a dynamic and organized Director of Customer Service and Technical Support.

This pivotal leadership role demands a strong emphasis on digital self-service and a solid understanding of information technology solutions.

The Director will be responsible for elevating customer satisfaction, driving efficiency through process improvements and technological innovations, and ensuring a seamless customer experience.

The position involves overseeing the customer service team and outsourced vendor partners, with responsibility for multiple customer segments and brands.

Responsibilities :

Leadership and Team Management :

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Lead and inspire a global team of professionals in Australia, India, and the United States.

Foster a culture of continuous improvement, innovation, and customer focus within the team.

Talent Development :

Hire, develop, and mentor support team members, fostering a culture of excellence and exceptional customer experiences.

Optimize coverage and scheduling, create programs to motivate and assess team performance.

Performance Analysis and Improvement :

Analyze department performance and proactively implement strategies to enhance quality, productivity, and profitability.

Address training and development needs and corrective action issues as required.

Process Optimization and Automation :

Monitor key work processes, such as order management, warranty returns, claims, and technical support workflows.

Implement corrective actions to ensure performance and quality.

Establish scalable processes, workflows, and automation for effective, low-friction, responsive support.

Partner with stakeholder groups to design and implement a best-in-class customer self-serve digital experience, leveraging generative AI for a low-friction experience.

Technology and Innovation :

Stay abreast of emerging technologies and trends in information technology to continuously improve support capabilities.

Oversee the development and implementation of digital tools and platforms to enhance the customer experience.

Cross-Functional Collaboration :

Collaborate with other departments, including product development, marketing, and sales, to ensure a unified and consistent customer experience.

Provide insights from interactions to inform product development and implement service enhancements.

Requirements :

• Bachelor’s degree in Business, Information Technology, Engineering or a related field.
• Proven experience (7+ years) in a leadership role managing a global customer service and technical support team in consumer goods.
• Strong background in customer support information technology platforms and a deep understanding of digital self-service solutions.
• Demonstrated success in implementing innovative customer service strategies and technologies.
• Honest, hardworking, self-motivated team player with strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills (oral and written).
• Strong attention to detail, organizational skills, and ability to thrive in a fast-paced environment.
• Occasional early mornings or late nights may be required to connect with teams in other countries.
• Salary range : $110,000.00 to $130,000.00 annually.

Join our team of industry experts at Feit Electric and unlock your full potential in the lighting industry.

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