Director of Customer Service

La Conner, WA 98257

Job Number: 224

Are you an innovator in CSTMR SVC? An AMZNG STRTP would like to talk to you.

I mean, who needs vowels, right? They’ re so … YSTRDY.

(Yeah, I know that second “ Y” is technically a vowel – work with me just a little here, people.)

What’ s got me feeling so confident about my consonants? It’ s this red-hot startup jewelry maker, GLDN – pronounced “ golden.”

They make beautiful handcrafted products, and they’ re getting some buzz. To support their growth, they’ re looking for a Director of Customer Service.

The thing to know right from the start is that GLDN and its founder/CEO, Chrissy Lavdovsky, have a very fresh take on what a customer-service enterprise should look like. They don’ t see it as just another business function – to them, it’ s a central driver of value, a creative engine of opportunity.

In other words, forget about remote call centers, automated phone scripts, and anything else that suggests the tired notion of customer-service-as-afterthought. Think instead about a team of highly motivated “ customer obsessives” who are thoroughly woven into the strategic and creative direction of the business, and who can serve as knowledgeable intermediaries between the company and its passionate and particular customer base.

In short, this is a role for customer-service execs who value high levels of engagement – both with the customer and with the other parts of the company. GLDN places an extremely high priority on making sure the customer feels deeply cared for, and gets exactly what he or she wants. That’ s where this role comes in.

The position reports to the CEO, and will oversee everything from social media and electronic communication to styling advice and product shipment. GLDN is looking for someone who can serve as an effective bridge between the customer-service and brand teams, and can act as a strong advocate for customer-experience considerations throughout the business.

Experience in digital or e-commerce customer service is a big plus, as is a retail or branding background. If this sounds like you or someone you know – let me know!

PS From PSP: I’ m both inspired and intrigued by the way GLDN looks at its customer-service work. It got me to thinking about how businesses are creatively addressing customer care in the age of online retail and 24/7 global competition.

My hunch is that more and more companies, in an ever-broader range of industries, are going to see the necessity of elevating customer service to a higher level of strategic importance and internal prestige. Do you have any anecdotes or insights about how the rapidly transforming marketplace has changed the way you and your team look at customer service? If so, do share! ###

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