INTRODUCTION TO FOUNDERSCARD
FoundersCard is a community of over 100,000 members comprised of the world's most successful and influential entrepreneurs, innovators, and business owners. Our Members are the Founders and CEOs of today's most innovative companies and tomorrow's most promising ventures. Members enjoy access to exclusive benefits from premier travel, lifestyle, and business brands.
JOB SUMMARY
FoundersCard is looking for a Director of Customer Success to oversee our growing support teams. This is a full-time in-office role in our midtown Manhattan office.
You will be tasked with supporting and scaling our existing teams to deliver top-notch customer support. In this role, you will be required to provide a high-touch, personable, and informed experience for our Members. This is including but not limited to basic troubleshooting related to Membership benefits, as well as detailed requests requiring research, third party communication, and problem solving.
Responsibilities include, but not limited to:
- Manage current support and sales teams and scale as needed
- Act as point of escalation for teams
- Be hands on and eager to interact with Members directly via phone and email to set an example for the team
- Constantly evaluate the Membership experience and make suggestions to improve Member engagement/satisfaction
- Willingness to be available off hours if needed
- Ensure customer support metrics are in line with internal KPI's
- Manage customer reviews and comments on outside platforms
- Maintain customer satisfaction by providing problems-solving resources
- Achieve customer support objectives by applying customer service information and recommendations to strategic plans and reviews
- Manage partner relationships as issues arise
- Identify customer service trends and determines system improvements
- Analyze variance and initiates corrective actions
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
Requirements:
- 7+ years of customer support and management experience
- Must have a sales and retention background
- Experience with subscription business model preferred
- Luxury travel and lifestyle brand experience
- Multi-team management experience
- Excellent written and oral communication
- Ideally have an e-commerce background
- Ideally have experience with an affluent customer base
- Proactive attitude with an ability to creatively solve problems quickly
- Independent, excellent time management and organizational skills
- Confident, with the ability to prioritize and meet deadlines working under pressure
- Computer and Technology savvy
BENEFITS
- Competitive salary
- Healthcare: Medical, Dental, and Vision benefits (Company contribution provided)
- 15 days PTO, accrued over the course of a year + other major holidays
Job Type: Full-time
Pay: From $150,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Work setting:
Application Question(s):
- Do you have experience with a subscription business model?
Education:
Experience:
- Customer support: 7 years (Required)
Location:
- New York, NY 10022 (Preferred)
Ability to Commute:
- New York, NY 10022 (Required)
Work Location: In person