Director of Customer Service

Customer Service San Mateo, California


Description

About IPSY:

IPSY is the largest beauty subscription in the world, with over 3 million monthly members, and the first brand to combine a rich community platform with a highly personalized commerce experience. Headquartered in San Mateo, with offices in New York and Santa Monica, IPSY brings together a diverse group of rule-breaking thinkers and creative problem solvers with a penchant for getting things done. From Marketing and Media to Engineering and Operations, we stand together to celebrate individuality and inclusivity—and we’re just getting started.

About the Role:

We are looking for an experienced Director of Customer Service to lead customer support for the world’s largest beauty subscription service. You will be responsible for designing and implementing a delightful service & support experience in the context of our overall member experience. You will be challenged to bring fresh ideas and drive innovation across the customer care experience. You will be responsible for continuing to scale the team to meet growth needs as well as to support new programs and initiatives. You will lead and inspire a large and passionate team and will ensure that IPSY’s mission and beliefs thread through the team and set the tone for our service philosophy and approach. You will set the strategy and drive operational efficiency within our support efforts. Our ideal candidate will have a deep and authentic passion for our member experience as well as a strong analytical bent with the ability to run and scale a large team and manage a large budget. You will be a valued member of IPSY’s leadership team, involved in setting strategy and direction for the business. Are you someone who has experience managing a large team, and excited for customer care? If so, we want to hear from you!

What You’ll Be Doing:

Strategy and Vision:  

  • Develop and articulate the vision for customer care in the context of the overall customer experience and with a focus on innovation and creativity 
  • Understand customer touch points and develop programs and strategies to care for and delight customers at every opportunity
  • Leverage insights and feedback from the customer to help drive broader business decisions and collaborate with the senior leadership team in setting IPSY’s strategic agenda 
  • Collaborate with cross-functional partners in operations, product, engineering, e-commerce, growth, brand, merchandising, and other functions to execute new programs and drive continued improvement across existing programs
  • Develop customer care channel strategy across all platforms (email, social, chat, etc.). Evaluate new technologies and platforms for customer care 
  • Collaborate with lifecycle marketing to develop messaging, tone, and voice for IPSY Care communications  

Management:

  • Oversee the current IPSY Care team, which consists of more than 150 representatives across multiple locations. Work with team leaders to drive continued improvements in performance and quality of care 
  • Manage relationship with a 3rd party partner who provides the majority of customer support 
  • Manage the staffing model and continue to scale the team to meet business needs. Evaluate options for new partners and/or locations. Develop the right organization structure to facilitate growth and business needs  
  • Lead and provide development opportunities for key team members. Create and articulate a framework for management and motivation for the broader team

Operations:

  • Work with team to evaluate and re-design current policies and procedures, as needed 
  • Work with team to evaluate and improve current platforms and tools, as needed 
  • Manage relationships with all vendor tools/software
  • Oversee cross-platform customer care communications for customer-facing events (shipping, billing, quality issues, etc.)
  • Support resolution of escalated cases
  • Develop and manage budget

What We’re Looking For:

  • Creative thinker who is excited to continually innovate around IPSY’s customer care proposition 
  • Deep passion for the member experience and commitment to creating delightful experiences and building brand loyalty 
  • Relentless pursuit of results. Driven to achieve efficiencies and improve performance in daily operations
  • Ability to gather, synthesize and analyze information to make recommendations that will improve service levels and improve the member experience 
  • Excellent modeling, presentation, and verbal communication skills
  • Perspective on leadership and team development in the customer care space. Proven ability to build and manage a team 
  • Experience managing a budget greater than $5 million
  • Experience negotiating contracts, selecting vendors, and managing 3rd party partners 
  • 5-7+ years of customer care management experience must be in a fast-growing, scaled business
  • Bachelor’s degree or equivalent; MBA a plus
What We Offer:
  • Competitive salary & equity grants
  • Medical, dental & vision insurance
  • Annual bonus program
  • Paid time off & work from home flexibility
  • Free Glam Bag Plus subscription
  • Learning & development programs

We are an equal opportunity employer who celebrates diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.