Customer Service Excellence Director
2 days ago
About Us
nShift is the leading global provider of cloud delivery management solutions (SaaS), enabling the frictionless shipment and return of nearly one billion shipments across 190 countries each year.
Our software is used by many world-leading e-commerce, retail, manufacturing, and 3PL shippers due to our extensive carrier network, with over 1000 carriers integrated into our platform.
As a key player in the industry, we're shaping the future of shipping, one frictionless journey at a time.
Purpose of Role
We're seeking an experienced Quality and Service Manager to spearhead efforts in driving customer service excellence for nShift.
You'll collaborate with our robust Customer Service team of approximately 80 professionals to improve the quality of their output through discoveries and planned actions.
About You
We believe you're an experienced manager or consultant, accustomed to working with quality frameworks (QMS) and structured initiatives for improvement.
You have a passion for making things better and know how to articulate and measure it all along the way.
Your strong service-oriented mindset and understanding of the value of improved quality in service deliveries to customers make you an ideal fit for this role.
Key Responsibilities:
- Develop and own a framework for quality and excellence within Customer Service.
- Document communication standards and plan for continuous improvements on the area.
- Oversee and report on the quality trends within customer communication and uncover areas for improvement and plan actions.
- Uncover needs for training and coaching within the ranks of customer service and assist managers in improving the quality of output.
- Ensure adherence to the implemented framework, and report on the results to management.
Team Collaboration:
Build and maintain strong, positive relationships across various support teams and their respective managers to stay on top of any quality-related challenges.
Performance Monitoring:
Establish a consistent rhythm of follow-ups and assist support managers to achieve relevant KPIs and quality improvement initiatives within their teams.
Continuous Improvement:
Identify potential areas of enhancement within customer service and develop plans for implementation, progress, and follow-ups.
Inter-departmental Collaboration:
This role will initially focus on refining customer service touchpoints and quality of output but will evolve to include improving customer services interactions with other departments like R&D, Sales, and Product.
The long-term goal is to amplify the quality within each interaction throughout the customer life cycle.
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