Director, Customer Support - Influencer Platform

About Us

Influencer Marketing is a rapidly growing space at the intersection of social media, advertising, and eCommerce. As the creator of this space, LTK offers the world's premier lifestyle influencers the ability to run their digital businesses successfully and with great ease. Our technology platform provides them the tools, strategies, and support they need to maximize their earnings velocity.

We run nearly $3B of retail sales per year through the LTK platform and the LikeToKnow.it (LTK) consumer app has more than 1.5M monthly active consumers connecting directly with our network of influencers. We are expanding rapidly and have tremendous growth ahead.

Director, Customer Support

Reports To

Label: Head of Product, Consumer + Influencer Platforms

The Role

The Director of Customer Support will be responsible for building enablement functions into a core product capability, launching and maintaining a digital support solution, and overseeing the influencer support team. You will partner closely with Product, Creator Success and Marketing to develop and execute our support strategy and to ensure continuous improvement of the customer experience and operational excellence.

Key Responsibilities And Accountabilities

• Expand and oversee customer support teams and any necessary third-party support teams
• Launch and implement a robust digital support solution
• Elevate customer experience as well as drive efficiencies and reduce cost to serve
• Operate with a deep, empathetic understanding of our influencer customer
• Create a high-performance culture of excellence
• Champion team development and expansion across the organization
• Partner with stakeholders to pilot new initiatives/opportunities, measure results, and optimize outcomes

Measures

• Manage strategy and develop a plan to meet and exceed key customer metrics including NPS, CSAT, median response and resolution times, first contact resolution, abandonment, etc.
• Disciplined execution and delivery of world-class customer service.

Professional Characteristics

• Natural self-starter, excited to manage and continue building world-class scalable operations at a high growth company.
• Experience in the retail, B2C, or 3-sided marketplace industries (such as UBER, LYFT, Doordash, etc) is a plus!
• CRM Platform experience in Braze (preferred), Salesforce, Oracle, Hubspot, or similar experience.
• Exceptionally strong project management skills.
• Strong collaborator who can build key connections.
• Analytical approach to decision making.

Requirements

• 8+ years of experience leading multi-channel (voice/chat/email) customer service/experience teams with experience in a fast-growth organization.
• Bachelor’s Degree in Business; MBA preferred but not required.
• Experience with apps and/or SaaS preferred.
• Track record for building and growing support organizations characterized by customer-centricity and high productivity.
• Strong empathy for customers; employs a customer approach at all times.
• Strong analytical skills; ability to interpret business intelligence to develop strategy and make recommendations.
• Acute attention to detail, allowing you to think big, adapt quickly, and act fast.
• Thrives in a demanding, fast-paced environment.
• Excellent communication skills and presentation skills.

What's in it for you?

• Interesting problems to solve
• Competitive comp and benefits including retirement plans
• Flexible work schedule plus Summer Fridays (Workday ends at 3pm)
• Disrupting the retail industry!
• Work and workout from home with our live Virtual Fitness Classes!
• Virtual Company Happy Hours and Virtual Team Events!

What you have to look forward to should you choose to work in a LTK Office:

• Fully stocked bars and kitchen (free snacks all day!)
• Catered meals weekly
• Monthly Chair massages
• Laidback office environment
• Monthly themed Happy Hours!
• Free access to state of the art gym while working in or visiting our Dallas HQ
• Free Covered Parking on-site while working in or visiting our Dallas HQ

For US-Based Roles:

We are not offering new sponsorships opportunities at this time for persons requiring employment visas, such as an H-1B; authorization to work in the U.S. is a precondition of employment.

Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of rewardStyle are considered the property of rewardStyle and are not subject to payment of agency fees.

rewardStyle is an Equal Opportunity Employer.