Director Customer Care

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 1 day ago

Reference 1441486

 Job Description

Director, Customer Care at ShopKeep ShopKeep Belfast About Us Born out of frustration with the traditional cash register business, ShopKeep was design

About Us

Born out of frustration with the traditional cash register business, ShopKeep was designed by a retailer with a noble aim: to rescue independent business owners from the nightmare of an archaic point of sale system, by replacing it with something beautiful, simple and affordable. It turned out that by doing this, we were giving our fellow merchants a fighting chance against the big guys. So we kept doing it.

Today, our mission is simple: Empower independent business owners to dream big and fight smart. We’re doing this by disrupting the industry through our cloud-based architecture, amazing customer care and intuitive software and financial products that deliver everything small business owners need to run smarter businesses.

Job Description

The Director, Customer Care, in our Belfast office, is a key leadership role at Shopkeep. We live by our promise to our merchants that Shopkeep is the easiest POS to use with the absolute best customer care and we take that responsibility very seriously. Our Care organization supports all Shopkeep products: Shopkeep POS, Shopkeep Payments and Shopkeep Capital.

This role has significant levels of responsibility and accountability at Shopkeep. As the Director, Customer Care, you will also be responsible for the following:

  • The consistent evolution of Shopkeep’s Care strategy
  • The operational delivery of a large, growing, global  Care organization in a 24/7 environment interacting across multiple channels (phone, chat, SMS, social media, email, web to case)
  • Meeting corporate cross-sell and up-sell targets for the Care organization and must be able to balance and excel in both business management and customer experience
  • Building a strong partnership between the Shopkeep Care organization and Technology organization, co-located in our Belfast office.
  • Working with Technology hand-in-hand, ensuring best-in-class incident management procedures and move Shopkeep significantly forward in developing self-serve technology and capabilities
  • Partnering with all leaders in the organization to drive improvements in all of our products
  • Managing Customer Care Team Leads, Beta/QA, Workforce Management, Merchant Experience, Training, On-boarding, and Product Documentation teams as it relates to the Customer Care organization

Qualifications

  • Master’s degree preferred. Bachelor’s Degree required
  • 10+ years managing a global, Best-in-Class Care organization, with 75+ Care employees. Experience building a growing team
  • Extensive experience in a SaaS, Software Fin-tech, Financial, Hardware, Point of Sale, Payments or Capital business. Experience in multiple industries listed is a plus
  • Extensive experience leading a Care organization with Support and Revenue goals
  • Strong communication skills with our customers, our partners and our team. Have the ability to clearly explain advanced technical concepts to people with limited technical knowledge
  • Able to travel to other Shopkeep offices in New York City, Northbrook, Illinois, and Portland, Oregon as needed

Benefits

We provide the essentials…

  • Health Insurance with Medical, Dental and Vision Benefits
  • Life and Income Protection Insurance
  • Flexible Paid Time Off (PTO)
  • Pension Scheme

…and the fun-damentals:

  • Catered Meals
  • Happy Hours
  • Beer Fridge
  • Pool Table
  • Stocked Snack Shelf

To apply please click on the APPLY NOW button below to be directed to the company website

ShopKeep is an Equal Opportunity Employer

We are an Equal Opportunities Employer. We do not discriminate on grounds of religious belief or political opinion. We practice equality ofopportunity in employment and select the best person for the job.