Director of Customer Service - Austin, United States - Tecovas

Description

**Director of Customer Service**

at Tecovas Austin, TX **Tecovas** is looking for a Director of Customer Service to lead the near and long-term strategy of scaling our best-in-class Customer Service Team - including the HQ Service Leadership Team, Quality Team, and the entirety of our 80+ person remote Service Team (which is growing by the month). Reporting directly to the Vice President of Customer Experience, you will act as the primary leader of our Customer Service function. Youll serve as a key member of Tecovas leadership - and an integral piece in driving our experiential goals. Equal parts a passionate people leader and militant process driver, you approach every decision with the Tecovas customer-first mindset. This role requires the ability to both understand the business at a high-level, and connect our Customer Service strategy to the constantly evolving goals of a high-growth retailer.

Tecovas is the first direct-to-consumer western brand, founded with the simple goal of making the worlds best western boots, apparel and leather goods - and selling them at a fair price. We are a brand revolutionizing a category and welcoming first-time boot buyers and western enthusiasts alike.

This position is based out of Austin, TX but will have the ability to work from home and in-office.

**What youll do:**

Lead and grow current and future Service Team - owning the continued delegation and execution of all responsibilities across the scope of the function as an autonomous leader.

Protect and foster the unique team culture weve built today - ensuring all new hires and team members today are invested in the same people-first/customer-first mission we pride ourselves on.

Partner with People & Training to own the hiring strategy and execution process for both the broader field team and HQ support - continuing to scale a nimble, efficient, and expertise-driven team.

Innovate and elevate the agent management process from end-to-end, aiming to create a high-touch, feedback-driven employee experience at scale.

Scale current Workforce Management strategy and execution process, working with our Technology Team to automate a process that supports a 7-day coverage at a 100+ headcount.

Work with FP&A to ensure the forecasting model is consistently up to date - owning the integration into hiring and the WFM process.

Continue to integrate increased complexity into remote team infrastructure - getting more sophisticated and intentional with tiered roles and associated workflows.

Define, monitor, and track all Service KPIs - including all channel SLAs, satisfaction scores, agent performance metrics, aiming for ongoing improvement.

Continue to scale our Quality team, working with the current Manager to carve out the biggest expertise and language-driven improvement opportunities today, including standing up a sophisticated Quality Assurance process for increased headcount and field consistency needs.

Work with CX Operations leader to integrate Service KPIs to all Voice of the Customer work and broader cross-functional reporting asks - partnering to enhance our internal insights capabilities across all Service metrics.

Ensure seamless omnichannel-driven communication with Retail field team(s), partnering with Retail Ops leader to build seamless connectivity across growing store count of 20+.

**Match our rapid growth with a constant drive for customer improvement** - partnering with the VP of CX to strive for best-in-industry customer innovation across the entirety of Customer Services, scope.

**Experience were looking for:**

BA/BS degree, ideally in Communications, Marketing, Business, or a related field

Direct experience both leading and growing a multi-faceted team, ideally at a high-growth, retail-focused, startup - with the ability to tie past experience with the strategy Tecovas has in place today. Experience with outsourcers preferred.

Sharp organization skills, with the proven ability to balance a spectrum of tasks, managing different levels of people, and keeping a grip on the big picture in the process.

Intermediate expertise in both Excel and PowerPoint - with equal confidence in modeling/forecasting and creating slide decks at a Director-level

Experience working with a variety of core Customer Service tools and vendor management, ideally with a working knowledge of the space today.

Comfort working autonomously with a variety of cross-functional leaders - including comfort speaking and presenting at the Executive level.

**What you bring to the table:**

A true passion for the modern customer experience- recognizing the power world-class Service has to fuel equal-parts happiness and loyalty in our growing customer base.

Ability to balance operating in the near-term while preparing for the longer-term - facing each stage of growth with a proactive and strategic mindset.

Cool, calm, and collected leadership - you thrive off of working at a fast pace, while bringing the same level-headedness and growth mindset to the broader team below you.

Finally, you have an innate commitment to operating with the utmost transparency and integrity - regardless of the situation.

**Full Time Benefits & Perks:**

We offer insurance plans that pay 99% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents

Paid Parental Leave

Flexible PTO policy

Corporate wellness program

Competitive salary

Generous employee discounts

Tecovas was born out of a love for cowboy boots, their time-honored craftsmanship, rich materials that last, and traditional styling that always looks good. Each pair of Tecovas boots is crafted by hand in over 200 steps. Its not the easiest or cheapest method, but were committed to classic construction techniques that stand the test of time. With 19 retail stores (and counting) across the Austin, Dallas and Southeast regions, were bringing western goods into new frontiers and aim to be the most welcoming brand in western. Were certainly growing- and hiring passionate, humble, positive, and talented people determined to help us continue to grow

***Important note:*** *We strive to hire values-aligned people because we believe it takes each and all of us to be successful, and lead with grit, speed and a clear vision of where were headed. In a remote setting, interviewing at Tecovas may include phone interviews, virtual on-site interviews, and on-the-job mock cases. We are committed to run a thorough process for candidates with whom we identify a potential match, and we will do our best to follow-up with each and every applicant If youre on the fence, just give it a try*

***Hiring process and disclaimer****: Should you receive an offer from us after going through the interview process, a background check will be conducted prior to onboarding. The results of a background check are evaluated as part of the hiring process, but this does not mean that you will not be considered for the job based upon the results. We are an equal opportunity employer and we encourage everyone to apply*

**Voluntary Self-Identification**

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As set forth in Tecovass Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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