Head of Customer Service

4 weeks ago

Liverpool, United Kingdom Hike Footwear Full time

Hike Footwear is a leading provider of high-quality shoes designed to promote foot health and comfort. With a focus on natural foot alignment and superior craftsmanship, we're dedicated to delivering the best footwear experience for our customers. Our mission is to alleviate foot pain and empower individuals to lead active, pain-free lifestyles. Join us at Hike Footwear and be part of a team committed to revolutionizing the footwear industry and promoting foot wellness worldwide.


Role Description:

At Hike Footwear, we are committed to providing excellent customer service and enhancing the customer journey for our valued clients. That's why we're seeking an experienced Head of Customer Support to lead and inspire our team.


As Head of Customer Support, you'll be responsible for managing and optimizing all aspects of our customer service department. You'll play a leading role in developing strategies to improve the customer experience, implementing innovative solutions, and identifying opportunities for enhancement. Your goal is to ensure a seamless and satisfactory customer journey, leveraging AI and other technological means to provide efficient and effective support.


Key Responsibilities:

  • Leading the customer service team and inspiring them to strive for excellence (Emails & Phone).
  • Developing and implementing strategies to optimize customer service and increase customer satisfaction.
  • Exploring and implementing innovative solutions, such as AI and other technologies, to improve the efficiency of customer service.
  • Identifying opportunities for process improvement and implementing new initiatives to strengthen customer service.
  • Monitoring customer satisfaction and gathering feedback to drive continuous improvement.
  • Collaborating with other departments to ensure a seamless customer journey and strive for operational excellence.


Qualifications:

  • Minimum of 5 years of experience in customer service, preferably in a leadership role.
  • Proven track record of leading teams and achieving measurable results.
  • Strong analytical skills and the ability to interpret data to improve customer service.
  • Excellent communication and leadership skills.
  • Innovative mindset and ability to embrace new technologies for customer service enhancements.
  • Passion for providing excellent customer service and striving for customer satisfaction.


Join Us:

If you're passionate about customer service and eager to make a positive impact on the customer journey, we'd love to hear from you. Join us at Hike Footwear and help us raise the standard for customer service in the footwear industry. Apply today and become part of our dynamic team dedicated to our customers' success

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