Services

Customer Satisfaction Manager

The Customer Satisfaction Manager will lead LibreDigital’s integrated customer service operations for all products and customers. The primary objective of this role is to maximize performance of all to deliver a superior experience for all our publishers to achieve top performance and deliver a seamless customer experience. This position will work to understand and solve complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces. Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness. This position reports to the VP of Marketing, with an existing team that currently handles service.

If you apply for this position, you MUST:
 

 

 

  • Have experience running a call center support team for a software company, preferably SaaS
  • Have high energy and a passion for digital content

 

 

Responsibilities

  • Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics
  • Provides leadership and partners with customer, partners and all facets of LibreDigital. Includes closely monitoring center and employee performance management, identifying issues and working with local teams for recommended solutions
  • Oversees and is responsible for all customer service results including quality, customer satisfaction and operational metrics
  • Identifies, analyzes, develops and recommends plans for increased customer service performance with both local center and corporate teams
  • Effectively communicates and develops the our Service culture to all customers
  • Participates in Quality calibration process with Quality to ensure consistent service
  • Constantly monitors and provides feedback to corporate on center issues and opportunities
  • Regularly reviews customer service results with the LD lead including the whys and action plans to improve
  • Participates in customer service strategic planning with corporate to ensure input of Contact Centers.

Requirements

  • Extensive experience with customer service and contact center leadership
  • Minimum 2 years of operations management experience in a dynamic customer service environment
  • Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies
  • Must have great people skills and strong leadership experience
  • Must have initiative, be a quick learner, detail oriented, possess excellent problem solving skills and must be able to work in a matrix remote environment
  • Ability to effectively manage and motivate teams individually and through others
  • Flexibility to execute and multi-task in a fast-paced setting remote environment
  • Strong interpersonal skills and demonstrated ability to work in a team environment
  • Outstanding communication, presentation and collaboration skills
  • Proficiency in Excel, PowerPoint, Word and Outlook
  • Proven business, leadership and performance management skills
  • BA or BS in Business or equivalent experience
  • Travel and retail experience highly preferred but not required

To apply

Qualified applicants please send your resume and job specific cover letter to: recruitingmgr@libredigital.com. No phone calls please. Candidates local to Austin, TX are greatly preferred and will be considered first.