Director, Customer Experience

Later


3 months ago

09/30/2019 10:21:23

Job type: Full-time

Category: Customer Support


About Later

Founded as the first-to-market Instagram scheduler in 2014, Later (formerly Latergramme) has grown from a simple Instagram tool to the #1 visual marketing platform for Instagram, Facebook, Twitter, and Pinterest. Now with over 2 million users globally, Later is a member of the Instagram Partner Program and a Pinterest Marketing Partner.

We believe that social media has become a visual experience, and we’ve designed our platform to help you visually plan and schedule your photo and video content.

Later helps streamline your social media strategy so you can set yourself up for more sales and success. Our features focus on visual scheduling, media management, marketing and analytics. Here at Later, our goal is to simplify Instagram marketing and make it accessible for all businesses.

What we are looking for: 

We are looking for an experienced Director of Customer Experience to drive the strategic direction and execution of our Customer Support and Success function at Later. You will bring a depth of knowledge in customer experience and leadership to grow a world-class remote customer experience team. At Later, our customers are everything to us and the experience they receive is one of our top priorities. We want someone that has created meaningful results through leading a customer focused team.

 Your goals will be to: 

  • scale the customer support team while keeping it efficient

  • educate our customer base to effectively use our products and features

  • work closely with the marketing, product and engineering teams to ensure our customers have a voice and Later teams receive the appropriate feedback to make sure we’re making strategic decisions driven by our customers' needs. 

The Later HQ is located in Vancouver,  Canada but you’ll be joining a remote and global customer team of 12. We’re looking for someone that’s autonomous, comfortable leading a team around the world, around the clock, excellent at team communication and great at systems and processes that scale. 

Responsibilities

  • Own the strategy, execution, and the results of our customer retention with the primary goals of extending and retaining our customer base

  • Develop retention strategies and programs including customer onboarding, customer and product education

  • Work in partnership with the key stakeholders including the Marketing, Product, Engineering and other internal teams to improve the customer experience, retention and customer satisfaction. 

  • Analyze all aspects of our retention and revenue generating activities to determine and identify areas of improvement

  • Define strategic plans for both the customer happiness team as well as the customer success teams along with planning and prioritization systems

  • Design and optimize the customer journey in partnership with Marketing

  • Recruit, develop and lead a team of experts in Customer Onboarding, Product Education, User Research, Customer Support, Technical Writing, and Self-Help

  • Build out a self-help driven support team that can efficiently handle an ever growing and engaged customer base in the order of ~100k

  • Develop, implement and improve on training and support processes to ensure our support team knows how to best help our customers with efficient responses times and high levels of customer satisfaction as we scale our customer support

  • Take a qualitative and quantitative approach of providing customer product feedback on an ongoing basis to ensure the product team has the right information to ensure we are improving our product based on our customers' voice. 

Qualifications:

  • 6+ years of building and optimizing retention, support and customer experience driven initiatives.

  • 3+ years leading a big and growing diverse team where you were directly responsible for hiring, managing, and coaching

  • Proven success in driving retention in a SMB SaaS model

  • Analytical and ROI focused with the ability to manipulate data, build reports, and craft analyses to generate insights & recommendations.

  • Solid understanding and hands-on experience with product onboarding, customer support, product education, and user research. 

  • Adept at working effectively in a fast-paced environment, independently and collaboratively as a team member.

  • Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to business partners on various levels

  • Creative, innovative and motivated to design & build things where they do not already exist.

  • Growth mindset with an avid desire to continually learn and expand skill set. 

  • Bachelor’s degree (or higher) Or equivalent practical experience.

How to apply:

If you think you might be a great fit with our team please send us your resume and a brief cover letter, we’d love to hear from you.

Please mention that you come from Remotive when applying for this job.

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