Director, Customer Service

Job Description JustFab is looking for a Director, Customer Service How Do You Fit In? JustFab is looking for a Director, Customer Service to build out a customer service function + processes to improve our customer metrics and business. This is a high impact role with an opportunity to influence a key function to our business. This role is expected own development of customer service process and strategies and be a thought leader for customer service technology and automation with our Asia technology hub. Success in the role includes developing new strategies & process to service customers quickly; reduce costs; and reduce customer attrition. The ideal candidate is highly analytical and skillful in formulating data-driven decisions, comfortable navigating systems, and self-directive in the face of ambiguity to make progress. What You Will Do: Develop a vision and strategy for the customer service function leveraging capacity in our Asia tech hub + external vendors Collaborate with Asia Tech Hub on technology / digital evolution of the customer service function including agent management & new technology Create and evaluate SOPs on contact flow / write business rules Lead & manage an external contact center incl. staffing levels Develop core KPIs and strategies to achieve KPIs based (e.g., retention rates, save a sale, etc.) Set and manage CS center budgets What You Bring: Knowledge of customer service and a track record of leadership Outstanding verbal and written communication skills Ability to develop, coordinate and implement project plans and timelines. Excellent organization, time management skills and a high level of attention to detail Thrives in building and nourishing collaborative and respectful relationships with individuals at all levels of the organization. Strong customer (internal and external) dedication and support experience Thorough understanding and accountability for P&L?s and budgets Excellent communication and influencing skills. Track record of success in developing customer solution Problem-solving and strategic thinking skills Experience with storyboarding and presenting Experience 8+ years? experience in customer service Successful track record of implementing supply chain improvements. Bachelor?s level degree ?Engineering, Supply Chain, or Business. Prior experience in large retail/and or ecommerce organizations with demonstrated success in customer service operations. Experience working in a shared service environment Compensation & Total Rewards: At JustFab, we believe work and life should fit together!?e continue to build a culture of flexibility, to empower you to do your best and put yourself first.?ur Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at JustFab includes:?? -Hybrid Work Schedule*? -Discretionary Paid Time Off*? -Summer Fridays*? -Healthcare Plans? -Employee Discounts? -401k? -Annual Bonus Program? -Equity Program*? -And More? ? *Varied for retail and fulfillment roles?? The annual base?alary range for this position is from $128,100-$150,000. The range provided includes the base salary that JustFab expects to?ay?or the role. Offered base salary will be dependent on factors including the scope and complexity of the role, candidate?s related work experience, subject matter expertise and work location.?#LI-AH1 Security Alert: Protect yourself from scams At JustFab, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, JustFab emphasizes legitimate recruitment practices. Initial communication is primarily via official email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Teams or Zoom?never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means. About TechStyleOS TechStyleOS is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids. With capabilities spanning technology, data science, supply chain management, fulfillment, customer service, and more, we help brands launch, scale and grow?across product categories and geographically. From predictive analytics to data-driven marketing and attribution, our unique approach is powered by our proprietary, end-to-end tech platform that enables the brands we serve to deliver a level of personalization, value, and satisfaction that are unrivaled in the fashion industry. JustFab LLC, ShoeDazzle, LLC, Personal Retailing Inc. (d/b/a FabKids) is an equal opportunity employer. We recruit, employ, compensate, develop, and promote regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, and other protected status as required by applicable. At JustFab LLC, ShoeDazzle, LLC, Personal Retailing Inc. (d/b/a FabKids), we champion a vibrant workplace culture that thrives on diversity law and do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by passion for creating an inclusive space for all. JustFab LLC, ShoeDazzle, LLC, Personal Retailing Inc. (d/b/a FabKids) will continue to champion a workplace culture that prizes diversity and inclusivity. We encourage you to apply regardless of meeting all qualifications and/or requirements. Who We Are: At JustFab, ShoeDazzle and FabKids, we are reimagining the fashion business by creating the world?s most technologically innovative and culturally admired fashion company. Where We Work: We are global brands that operate in 12 markets, with our US headquarters located in Los Angeles and San Francisco, and our European headquarters in Berlin. Our Team Mindset: At JustFab, ShoeDazzle and FabKids, our collective mindset shapes us both as individuals and as a team. It embodies the way we think about the work we do, and how we approach every task we undertake. Our brand mindset is defined by three key elements: Drive: Self-awareness of what?s needed for success, and intrinsic motivation and resourcefulness to create that success. One Team: We?re in-it-to-win-it for the greater good of all?putting the company?s needs above all else. Innovation: Thinking outside the box keeps us on the cutting edge of everything we do. Our Values: We believe in creating a diverse, inclusive and equitable environment.