Customer Success Operations Manager (Contact Center)

Job Title: Director of Customer Success Operations
Company: Social Marketing 180
Department: Digital Marketing
Job Type: Full-time & Remote
Work Schedule: 9AM – 5PM EST (Mon-Fri)

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We are Social Marketing 180 and we are a fast-growing Digital Marketing Agency based in the USA. We specialize in booking appointments for our health, beauty & wellness clients.

The Customer Success director oversees the remote contact center operations. The ideal candidate for this role will manage all aspects of customer success operations and ensure the team maintains the company’s expectations on production levels.

In this role, the Director of Client Success operations has the primary responsibility to:

-Lead, Manage, and be accountable for the Customer Success Operations
-Monitoring the performance of the team to ensure that they are providing quality bookings and that they are responding to leads within 60 seconds.
-Ensure that the team’s communication equipment, software, and other necessary tools/resources are accessible and functioning well.
-Develops effective operational strategies and policies.
-Prepare call center performance reports.
-Ensures that the productivity level of the team is at speed and accuracy.
-Hires and Trains new team members
-Evaluate the performance of existing client success staff.
-Allocating resources and managing budget
-Schedules teams accordingly making sure that all customer timezones are covered
-Other ad-hoc tasks as assigned by the Integrator/CEO

Here are the minimum requirements to be considered for the role:

-3-5 years in Client Success Operations/Contact Center Operations
-Preferably with a Digital Marketing background.
-3-5 years of experience in the High-Ticket Appointment Setting niche.
-Experience in the beauty, health, and wellness industry is a PLUS!
-High-level Software experience is a PLUS!
-Work-from-home setup with at least 20 Mbps main internet service provider; 4GB RAM; at least an i5 processor.
-Backup internet connection with at least 20 Mbps and backup power that can last up to 8 hours.
Skills