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Form of workJoin us at Alter, where we're at the forefront of a fitness revolution. Our mission is to reshape the way people approach their fitness journeys, bringing the kind of coaching, health advancements, and cutting-edge technology that was once reserved for elite athletes and the privileged few to everyone. By seamlessly integrating your DNA and biometric information into our AI-powered coaching system, we're crafting an unmatched, hyper-personalized fitness and health experience. Our ultimate goal? Empowering everyone with transformative tools and technologies to enhance their overall well-being, all at a price point accessible to all.
As we prepare for our commercial launch, we're actively searching for our first team members. This is an opportunity to be a part of an exceptional team of industry experts with backgrounds at renowned institutions like Nike, Under Armour, the Mayo Clinic, the NBA, the National Academy of Sports Medicine, and the Stanford Sleep Lab.
Why work here: Passion is at the heart of everything we do - from our unwavering commitment to our valued customers to our dedicated team's relentless pursuit of excellence. Our mission is crystal clear: to empower our customers to lead longer, healthier lives.
We are seeking a dynamic, veteran Director of Customer Success leader to join our organization to launch and lead our Customer Success and support efforts. Joining at this critical launch time will give you the opportunity to be a vested partner in building out our service delivery model. The role will report to the Head of Utah Operations and our Alter Head of Operations. A successful candidate will have a clear path to a Vice President-level title in the service organization within 3 years of launch. As a leader in the organization, you will be expected to work in an OKR-based goal structure to achieve key objectives without being micromanaged.
Company OKRs will always align to our mission, which is to make health and wellness intuitive, accessible, and personalized. The two foundational pillars supporting this mission will always be an exceptional customer experience and profitability. As a data-driven leader you will use existing reports and look for opportunities to create new reports to drive team performance as well as transparency to the broader organization about our customer journey.
Combining data with strong communication and interpersonal skills will allow you to own and improve the service delivery portion of the customer journey. We are looking for a leader who can build processes to eliminate pain points in the customer journey and create incentives to drive internal employee performance as well as consumer engagement. More broadly, you will work collaboratively with the internal Product, Engineering, Marketing and Accounting teams to prioritize our product road map and customer experience initiatives.
At a tactical level, this role will recruit, develop, and lead a team of dedicated professionals who are committed to providing superior support and our company mission. At many start-ups, Customer Success and support are after thoughts that are created at a point of dire need. We pride ourselves on offering you the opportunity to join pre-launch to craft a world-class Customer Success team that will be the highlight of your professional career and our consumer’s benchmark for great service.
Key Responsibilities:
- Manage multiple teams of front-line managers while designing and driving strategic improvements to scale processes, services, and systems to enable the team to reduce operating expenses, while achieving SLA targets, Customer Success metrics, and growth goals
- Implement best-in-class customer support practices that help scale the organization, and ensure team members can efficiently and effectively support multi-product customers while reducing operational costs
- Effectively identify and diagnose operational issues and implement appropriate solutions, such as team alignment, strategic planning, process improvement, change management, coaching, talent development, retention, and engagement strategies
- Manage projects to ensure successful delivery (on time, within budget, meeting agreed-upon success criteria, etc.) by establishing clear goals, accountability, and alignment of resources
- Partner closely with other department leaders, including but not limited to teams like Marketing, Sales, Legal/Compliance, Product, IT, HR, and Operations to drive initiatives forward
Qualifications:
10+ years of customer service and contact center experience; Bachelors degree preferred
5+ years leading a technical support effort, preferably at an established category leader or agile startup
5+ years of leadership experience with 2-3 year managing a department
People-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business goals
Strong knowledge of the current banking regulatory environment, payments, contact center trends/solutions.
Proven track record of launching new initiatives/products, with demonstrated business impact using methodical project management
Assertive self-starter, with exceptional professional verbal/written skills, who is highly organized and able to work independently to finish assigned projects
Analytical and detail oriented; quick-thinker, fast learner, problem solver
Strong work ethic—gets things done within a strict time frame
Ability to articulate technical concepts/requirements clearly and succinctly
Exceptional communication and interpersonal skills and a dedication to putting the team first
Advanced project management skills a plus
Experience with the following platforms preferred: Salesforce Service Cloud, TalkDesk, Twilio, Sigma, Shopify, NetSuite, FedEx, UPS, and USPS.
