Director, Customer Care
Myant
Etobicoke, ON
About us:
At Myant, we are creating the world's first textile computing platform, integrating technology directly into the only thing we've been wearing our entire life – clothing. SKIIN is our first consumer facing brand, and SKIIN's vision is to enhance human ability through connected clothing - think Ironman's suit, but comfortable. The sensors and actuators embedded within our apparel create your Digital Identity, which will be consumed by those who matter to you - your family members, doctors, coaches, other IoT devices - without you consciously having to think about it. Imagine a world where you walk into your house and the temperature automatically adjusts to your optimal body temperature, the lights adjust to your mood, or your doctor is aware of the onset of a disease before you even visit. The line between the digital and physical world is becoming increasingly blurry, and we believe textile is the next medium to bridge that gap.

We're looking for people who believe in our mission to make wearable technology truly ubiquitous and convenient, so that everyone can benefit from it. We are a cross-functional team solving big challenges at the intersection of fashion, electronics, software, and data science.

Role:
The Director of Customer Care will be responsible for the creation, on-going management, and overall success of the Customer Care function.

Responsibilities:
Define the structure, resourcing requirements, policies and operating procedures for a new Customer Care function at Myant - build the team.
Serve as the Customer's advocate within the organization, tirelessly working to address any and all Customer concerns / issues / needs, including but not limited to technical issues, returns, warranty policies, shipping concerns, developer support, privacy concerns, suggestions for future interactions.
Handle critical-issue escalations and coordinate with multiple departments to resolve problems with satisfactory outcomes from the Customer point of view
Create clear service level agreements and measurable KPIs to ensure we are consistently meeting or exceeding the needs of our customers
Ensure customer inquiries are being handled quickly & accurately across all touchpoints (phone calls, emails, chat, social media, etc.)
Work with the Quality team to continuously track, diagnose, and resolve product quality issues
Work with the Product team to identify feature and/or performance gaps
Work with Marketing to identify cross-selling opportunities within the existing customer base and maximize customer lifetime value

Our Ideal Candidate:
8+ years experience in a Customer Care function, ideally with experience in the creation, strategic management, and day-to-day operation of a Customer Care team
Highly empathetic with an unwavering focus on nurturing positive customer relationships despite the potential for pushback from internal teams
Demonstrated ability to turn customers into long-term clients, and ability to proactively contribute in the growth of the client base
Superior communication skills
Demonstrated ability to lead multiple team members, develop and enforce protocols, and align the team's actions with the company's values

Bonus:
Experience in any of the following industries: pharmaceutical, medical technology, healthcare, consumer electronics, wearables, apparel / fashion
Experience working in start-ups or growth companies
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