Director Of Customer Support

UltraLux Health is a young startup that is growing rapidly. We are an e-commerce natural health and wellness company that works hard to offer first-class customer service to our customers. You can check out our products at www.ultraluxhealth.com and Google us to see some customer reviews that speak to how high a priority our customer service is! We have a small but talented team helping customers, however, we are in need of an individual to come in and direct the department and oversee all things Customer Support. This individual will work directly with the owners and executives of UltraLux Health to ensure that there is consistency and excellent communication across the board. This is a high-level position in the company and will have high expectations.

Job Description:

• Oversee daily operations in the customer service department. This includes monitoring HubSpot tickets, answering daily questions from the team, and ensuring all things are operating smoothly.
• Assist the team lead with highly escalated or more complex issues involving customers. This will often involve direct communication with the customer.
• Communicate company updates and information to our support team and make sure they have the resources they need to help customers. This often includes proactively seeking out updated information from other departments.
• Maintain templates and a knowledge base on HubSpot. Add new information to those when necessary.
• Keep all pertinent product information organized in a way that is helpful to the representatives (for example, keeping an organized Google Drive folder with all product manuals and guides).
• Audit customer service procedures and trends and determine system and department improvements.
• Manage customer service staff, communicate job expectations, and perform appraisals and job reviews.
• Maintain the schedules of the Customer Support representatives. This includes keeping tabs on the amount of open tickets to ensure there is always coverage when needed even after hours or on the weekends. When necessary, you would help the Customer Support team with customer service responsibilities when we have a large influx of Customer inquiries.
• Work directly with the owners of the company to improve processes, receive new information, and generally give input on company matters from a Customer Support perspective.
• Process refunds and keep customer refund spreadsheets up to date.
• Pull data from our RMA spreadsheet and HubSpot to determine trends, weaknesses in the department or products, and give feedback and suggestions to the owners.
• Give detailed quarterly reports to the owners about returns, product trends, and any other useful information you notice.
• Maintain complete and accurate knowledge of all products being sold so you can answer any questions from Customer Support representatives.
• Determine the hiring timelines for the department, and train new representatives when they are hired.
• If there are any holes in the department or slack to pick up, you would be responsible for that yourself until we implement a permanent solution.

Job Requirements:

• At least 2 years of Customer service management is required. This could be a call center, a small business, a sales center, etc. Management in the food industry will not be considered.
• Experience using HubSpot (or a similar CRM) is required.
• You must be able to work in our office in American Fork, Utah at least 3 days per week (Monday, Thursday and Friday).
• Extremely strong communication skills, both written and verbal.
• Must be able to manage many ongoing tasks at a time. This will require a great deal of organization.
• Must be able to work flexible hours when needed. Business hours are between 9am and 5pm, however, if the team members are unable to cover high volume times outside of business hours, you will need to be available to fulfill the duties yourself. If a representative is scheduled to work outside of business hours, you will need to be available via Slack to answer any questions they may have during their shift.
• Must be a proactive individual who needs little to no micro-management, and seeks out improvements for the department.
• Must be sharp and able to remember information and details pertaining to customers and the products.
• Comfortable using computers and has the ability to learn new software quickly.

Company Information and Benefits:

• We are located in American Fork, UT. This position is a hybrid work schedule, but can be fully in-office if that’s what you prefer.
• We offer competitive pay and time off policies in addition to 12 paid holidays per year.
• We offer health benefits including medical, dental, and vision.
• Ultimately, we are looking for the right individual who is comfortable with fast-paced days and will thrive in our startup environment. Even if you feel you may be over- or under-qualified, please apply and we will be happy to review your application!

Job Type: Full-time

Salary: $70k-$90k annually, depending on experience