Head Of Customer Support


Company Description

Lime Vizio Inc is a premier floral and gifting company, delivering flowers since 2010.

LIME VIZIO has a tradition of excellence in flower delivery, and today we are one of the largest and most trusted online floral and gift retailers in the US and Canada. LIME VIZIO takes pride in being a leader in quality, innovation, artistry, and dependability. That tradition of innovation and forward-thinking has grown LIME VIZIO into a gifting powerhouse, with a family of brands that includes Blossom Flowers, Sunny Flowers, and Gift on Schedule. Our entrepreneurial culture and unwavering commitment to our people create a dynamic work environment that celebrates collaboration, quality, superior service, and constant innovation.

LIME VIZIO is an e-commerce technology company focused on providing product development and services support on multiple processes, domains, and technologies.

The Director of Customer Service will direct and oversee the organization’s customer service operations.

What you will do:

  • Define the short, mid, and long-term vision for the customer experience operation.
  • Responsibility for our service NPS score and rating.
  • Create a plan to help the customer service team scale as the company grows
  • Development of standardized metrics by which performance is consistently measured.
  • Constantly monitor and improve customer satisfaction.
  • Serve as the main point of contact and liaison between clients and the rest of the wishi team and share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience.
  • Building processes and a support structure for scale and quality.
  • Aggregating all consumer feedback to pass through the appropriate internal channels.
  • Troubleshoot and resolve customer issues with the utmost care and respect.
  • Manage the Customer Experience team.
  • Demonstrated ability to influence continuous improvement.

Who you are:

  • 6+ years of experience in a client experience role, working with an online product/service.
  • Experience leading remote teams
  • Zendesk or Crisp experience.
  • Project management skills.
  • Strong analytical skills and operating rigor.
  • Superb written and verbal communication skills.
  • Proven track record of achieving targets and goals, preferably in a service/e-com setting.
  • Has handled difficult customers or situations and can demonstrate resolutions.
  • Ability to navigate data and people to find answers.
  • The motivation and flexibility to work well in a high-growth environment where things change quickly.
  • Stays current on new technology and evolving industry trends impacting customer care; creates initiatives to consistently improve our ability to service customers. Develop new practices and tools to service clients and drive efficiency.
  • Positive attitude, empathy, and high energy.