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VP of Call Center and Customer Success

Overview

We are building an elite team and we are looking for a VP of Call Center and Customer Success.

Snapsheet is a different kind of company and we take our opportunity seriously. We want people who want to build the next great company, and particularly those who fully understand the role customer service plays in that process. In addition to experience, you must have passion, writing skills, street smarts, analytical and quantitative skills, creativity, persistence and impressive interpersonal skills. Must be calm and personable under pressure with strong negotiation skills.  Seeking someone who can perform well in a highly dynamic, rapidly changing environment.

What You'll Do

The VP of Call Center and Customer Success is responsible for scaling all aspects of customer facing call center operations across multiple product support lines. This cross-functional role will be help determine the optimal technology required to scale complex call queues, work with the tech team to customize workflows, develop and monitor KPIs, and work closely with senior management to develop and implement training and best practices.

Responsibilities

  • Identify and implement cutting-edge call center and call routing technology
  • Work with the technology team to customize workflows in order to optimize customer support operations
  • Develop KPIs for each functional operations group and product line
  • Directly manage a team of managers responsible for consistent production
  • Develop and maintain training and best practices with a focus on continued improvement
  • Work with HR and direct reports to ensure a consistent pipeline of high-quality talent
  • Bring personality and energy.  We've got a great culture and are going to continue to hold onto that as we scale to new levels

Qualifications

  • BA/BS required
  • 8-10 years of experience in call center management, including hiring and firing
  • Familiarity with multiple phone call and queue systems
  • Expertise in throughput and cycle time analysis
  • Proven ability to scale call center operations to more than 500 representatives
  • A customer-centric and customer-first mentality
  • High level of proficiency in excel
  • Previous experience in the P&C insurance industry is a plus

What We Offer

  • Fabulous work environment
  • Significant growth and advancement opportunities
  • Competitive Salary based on experience
  • 401k, paid time-off, casual dress code and discount on fitness membership
  • Medical, dental and vision coverage
  • Fun, entrepreneurial work environment – Ping Pong, Softball, Bowling
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