by Job Title: VP of Customer Success and Support
Company: Bob’s Discount Furniture
Location: Hartford. CT
Description: The Vice President of Bob’s Customer Success and Support will be a visionary, strategist, problem solver, and go-getter who will be a strong leader in helping the department and organization chart a course to become a “best in class” furniture retail customer support service provider. They will be focused on creating and articulating a vision toward the future. They will also be ready and willing to roll up their sleeves to provide guidance on daily resolutions.
While working with the team to take care of the daily issues, they will be analyzing data, looking at our current process and procedures to best understand the root cause of the problem, and working toward implementing solutions that drive continuous improvement.
This is a high-profile role within the organization, with significant decision-making responsibility. They will be accomplishing results through engaging and leading the customer support team to find resolutions for customers as quickly and effectively as possible. The overall objective of this role is to provide positive, empathetic, frictionless support to all Bob’s customers, through multichannel platforms. They will help identify and build advanced tools to enhance our customer support experience.
As a leader, they will promote a positive, empowering work culture where several hundred associates across multiple geographies have clear expectations and responsibilities and feel appreciation for their efforts.
The qualified candidate must have 10+ years experience in customer care / customer service discipline and five-plus years experience managing teams and in a leadership role.
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