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[New Job Vacancy] Director of Customer Support, Pangaea Brands job in Pangaea, (Los Angeles, CA) – Jobs in Los Angeles, CA

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Job Opening details:-
Company Name :-
Pangaea
Position Name :-
Director of Customer Support, Pangaea Brands
Company Location :-
Los Angeles, CA
Job Category :
 Management jobs

Full Job Description :-
The Company: Pangaea creates and grows digitally native brands on a global scale. Our first 2 brands are Lumin (luminskin.com) and Meridian (meridiangrooming.com), both in the men’s personal care space. We are continuously evaluating and testing new brand concepts within and outside of this space with the goal of launching additional brands in the near future.Our brands are built on a proprietary internationalization platform with competencies across warehousing/logistics, globally distributed performance creative, compliance and payments. This unique capability allows us to scale new brands quickly and reap the benefits of the rapid growth of e-commerce across the world.Since our launch in 2018, we’ve sold our products in 100 different countries. We have grown to over 150 employees and contractors across several locations in the world. Backed by Google’s AI Gradient Ventures, we’re a rapidly growing startup poised to become a leader in the Direct to Consumer industry. We secured Series B funding in the summer of 2021 and are poised to continue rapid growth.The Role: We are seeking a Director of Customer Support to manage and optimize the customer support processes for the in-house Pangaea brands. You will maintain the daily operations of a 70+ person team and create data driven solutions to improve CSAT, CTO, and FCR. Problem solving and optimization are key mindsets to this role with a focus on the reduction of support overhead and inbound ticket volume. A successful candidate will be comfortable with finding flaws in the customer support or experience process and creating autonomous projects to implement solutions. Additionally, a successful candidate will be highly skilled in analyzing customer ticket data while relaying updates to all relevant business units.Responsibilities:

Manage and train the Customer Support and CS Operations teams (70+ contractors) to optimize the customer experience for several brands
Maintain a strict response SLA of < 12 hours for all channels and ticket categories Relay bugs, optimizations, and feedback to respective departments with analysis of cost and time impact Measure the financial impact and efficacy of the CS team through monthly payroll analysis and hiring projections Proactively communicate with all departments to relay company-wide updates and changes to contact reasons Drive agent quality through QA process and brand policy improvements to increase CSAT score (Stella Connect) to 94% for all CS brands and teams Analyze ticket volume data and work cross-functionally with Pangaea business units to decrease CTO by 50% for all brands Increase ticket deflection rates through chat widget (Kustomer) optimizations and automations Automate processes for errored, disputed, and fraudulent orders to decrease reliance on headcount Facilitate the shift and training of agents to in house order/subscription management tool Implement live chat Optimize on CS cost for brands through agent retraining and the implementation of efficiency metrics Actively seek out points of optimization in and create solutions for the daily processes of the Customer Support and CS Operations teams Requirements: Bachelor's degree in Business, Computer Science, Math, Engineering or related field 5+ years in Customer Support, or relevant BPO experience with an e-commerce company 3+ years of experience in managing large remote teams of over 50+ people Proven track record of working cross functionally and cross departmentally to optimize processes Excellent quantitative data analysis skills Excellent excel skills Passion for customer experience and customer service Experience in being a proactive change marker in a fast-paced, high-growth environment Bonus Points: Diverse strategy and analytics based work experiences Foreign language fluency Benefits: Our goal is to provide Pangaeans with an excellent benefits experience that enhances their physical, mental and financial health and well being. These benefits are thoughtfully designed and curated to ensure that our employees are fully equipped to help us build. Some benefits include: Health insurance: Pangaea offers medical, dental and vision insurance plans. Out of three amazing medical plans, we cover 100% for the first plan for employees and 90% of the monthly premium for two higher coverage plans. We also provide75% of the monthly premium for family coverage. 401(k): Pangaea matches up to 4% of your contribution in certain states. Starting March 2022, we will also offer 1-on-1 financial counseling services through a trusted partner. Wellness: We provide free membership to health and wellness apps such as Aaptiv (virtual fitness classes), Ginger (behavioral health coaching, therapy and psychiatry) and Carrot (fertility, family planning and pregnancy support). A LOT of time off: Pangaea recognizes up to 13 paid holidays per year (exact number varies by country). We also have 6 additional "Pangaea Fridays" throughout the year where employees can get a head start on their weekend and take the whole day off. Lastly, we have a flexible time off policy and trust our employees to take vacation when they need it! Professional development: Each employee receives $500 per year to pursue their educational, professional and learning development. Staff discount: All staff members are given $100 of credit per month to use on Pagnaea products so that they can try, own (and love!) all the products we sell. Home office stipend: Employees are allotted $500 on their first day to set up their home office. This stipend can be used to buy new office equipment, chairs, etc. - anything needed to ensure that employees are productive and comfortable in their remote working space. Please note that some benefits vary by country. #LI-Remote #LI-JO1 Job Type: Full-time

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