Technical Director - Customer Experience

4 days ago

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Scentbird

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Monthly subscription service that revolutionizes the way we discover fragrance and beauty.

Perfume Recommendations • Free Perfume Sampling • Personalization • Subscription Businesses • Fragrance

51 - 200

Description

• Lead and optimize customer experience efforts at Scentbird. • Integrate technology with customer experience strategies to enhance customer satisfaction. • Support a team of managers overseeing Tier II technical contacts. • Shape the future of customer experience with strategic vision and technical expertise.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field • Minimum of 5+ years of experience in managing a customer support team that manages level 1 general support • Minimum of 5+ years of experience in a technical leadership role, with a focus on customer experience technologies • Proven track record of managing CRM systems, AI engineering projects, and automation tools in a customer service environment • Experience in leading and mentoring technical teams, particularly those supporting Tier II or higher-level technical contacts • Strong knowledge of CRM platforms (e.g., Zendesk, Gladly, Intercom, Zoom,) and their integration with other systems • Expertise in AI technologies and their application in customer services, such as chatbots, predictive analytics, and sentiment analysis • Proficiency in backend system workflows and automation tools • Excellent communication and interpersonal skills, with the ability to translate technical concepts into actionable strategies • Strong project management skills, with the ability to handle multiple projects and priorities simultaneously • Innovative mindset with a passion for exploring and implementing new technologies

Benefits

• Competitive base compensation • Bonus program • Remote first* • Paid Time Off • 401k with Company Match • Medical, Dental, and Vision Benefits • Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts • Complimentary Scentbird Membership • A fun, creative and energetic work environment