Director of Customer Service

Papa

Miami, FL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/06/2021
  • Website: joinpapa.com
  • Company Address:

About Papa

Papa is the first and only on-demand assistance service to help seniors with transportation, house needs, technology, and an amazing social experience. With Papa our members can access Papa Pals, our friendly, trusted team members that create incredible social experiences for you and your senior loved ones.

Job Description

Papa was founded in 2017 on a mission to support families throughout the aging journey, especially those who are impacted by social determinants of health (SDOH). Every single day 11K people turn 65. It’s our duty as a people to ensure we have a solution to support them as they age. Older adults may be lonely, isolated, be food insecure, have transportation, and housing issues, among other things. As a company, we are focused on supporting those that need support by connecting them to a Papa Pal. Papa Pals are young, fund, energetic companions who support members in a variety of ways including companionship, transportation, house help, tech help, and more.

We have built a robust technology platform to ensure the best experience and support members with improved health outcomes. We offer our platform to hundreds of thousands of older adults and families through health plans, employers, provider organizations, and strategic partners. We will empower the future of care delivery. We will do this all while near breaking the mold of a companionship solution to support those that need us the most. 

We’re currently looking for wildly talented individuals who are passionate about healthcare, technology, and people. We have built an amazing team and are backed by amazing partners who have proudly brought us through our series B round and over 30M in funding. These include Caanan, Comcast Ventures, Pivotal Ventures (Melinda Gate’s fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), and YCombinator.

About the Role: 

Papa is seeking to hire a process and data driven Director of Customer Service that will be the central connection between Papa and current and future customers. This role is remote and will report to the SVP of Customer Service. This leader will have 3 direct reports and a team of associates specializing in outbound calling of prospective customers, inbound call inquiries and a team of customer service representatives.The DCS is also the ambassador for delivering a five star experience to our internal and external customers . The Director of Customer Service is accountable for ensuring and implementing the policies and procedures of the call center. The Director of Customer Service is also responsible for tracking, estimating, and reporting the productivity and efficiency of the call center. 


Essential Job Functions: 

  • Manage the call center to deliver quantitative and qualitative aspirations.

  • Prepare and execute the overall strategy.

  • Offer solutions for growth.

  • Guide and train call center staff.

  • Ensure employee gratification.

  • Establish methods that deliver high-quality customer fulfillment and experience that surpass customer and industry standards.

  • Influences sales forecasting activities and establishes performance goals and objectives accordingly.

  • Produce a welcoming and motivating environment for employees.

  • Oversee the call center altogether.

  • Accountable for generating and reaching company goals while providing expertise and direction on services, projects, and practices.

  • Assist in any ad-hoc general customer experience related tasks.

  • Manage Call Center operations based on our KPIs, Call Center Metrics, SLAs, and other relevant daily performance data.

  • Ensure proper staffing, training & retention, consistent processes & procedures implementation, and achievement of operational objectives.

  • Continuously analyze and propose/execute better ways of making the Customer Service team, our systems, and process & procedures more efficient and effective for our customers.

  • Ensure Customer Service agents deliver one contact resolution to our customers.

  • Embrace a feedback culture by setting clear expectations for direct reports through open communications, goal setting, and performance-based management.

Requirements:

  • 10+ years of experience.

  • Bachelor’s Degree or equivalent work experience preferred.

  • Customer-centric behavior.

  • Effective people management and development skills.

  • Ability to mentor, coach, and motivate others.

  • Must be comfortable adapting to rapidly shifting goals.

  • Excellent intellectual and analytical skills with proven capability to strategically problem-solve.

  • Proven experience at driving continual development activities with an organization.

  • Strong ability to adjust to different audiences, impact directly and indirectly; and interact with all levels within the organization.

  • Flexible schedule, willing to work off­ hours and weekends.

  • Experience in operating a omni-channel call center; such as phone, email, SMS and/or any future methods of communication.

  • Proven leader in technology platforms.

  • Developed and enhanced experience with Google Docs, Google Sheets, Excel, etc… 

  • Proven Leadership in the customer experience world. 

  • Healthcare experience preferred.

  • Experience running and building an appointment scheduling call center preferred.

  • Experience with Five9 phone systems a plus.

  • Bilingual a plus.

  • Extremely organized.  

  • Ability to operate and sustain within a startup environment.

  • Minimum of 10 years of contact center or customer service experience

  • 5 years of progressive experience either in a Director or VP leadership role, with a focus on organizing, running, and growing Customer Service teams with diverse roles and skill sets.

  • Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM and call center software tools.

  • Excellent communication skills, including issue tracking, triaging, and escalations management.

  • Must have a proven track record of managing a 200 person call center. 

Location: 

Miami, FL

Salary & Benefits:

  • Market competitive salary

  • Health Care, Vision, Dental

  • PTO

  • 401K + matching

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.