Tired of your cubicle? Wouldn’t you like to work for a company that prioritizes remote-first employment and lives in the world of boats, planes, RVs, motorcycles, ATVs, and trucks? Of course you would, and that’s us.

The Director of Customer Experience will be responsible for ensuring our Statistical Survey (SSI) customers are experiencing our value at every touchpoint while owning the vision for our consumer experience.

What You’ll Do

• Assist in creating and implementing the strategy for the customer lifecycle

• Manage the entire customer experience for respective product area(s)

• Provide continued training to employees on the company’s value proposition, competitive landscape, and product effectiveness

• Ensure onboarding, saves, customer requests, A/R and customer issues are properly executed and resolved in a timely manner

• Review all customer service based reports and find areas of optimization and improvement

• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience

• Establish and track performance metrics, service levels, and requirements for customer service and data coding teams

• Develop and implement methods to record, assess, and analyze customer feedback

• Identify, recommend, and/or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention

What We’re Looking For

• 10+ years of customer service experience

• 5+ years of customer service experience in a recurring revenue business

• 5 -7 years experience interpreting/executing strategy and leading people/processes to achieve business goals

• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment

• Demonstrated proficiency managing analytically rigorous initiatives

Bonus Points

• Experience with product pricing and rate card creation

• Experience using Salesforce, or another similar CRM

• Understanding the value of data and what role it plays in business operations

• Experience using Spotfire

Who We Are

TI is a group of go-getters who decided they didn’t want to settle for the status quo. We work hard as one team to build value, drive innovation, and lead our industries, but we have fun while we do it and we always act with integrity and prioritize our employees. When you start at TI, expect to receive plenty of support and communication. If you’re not sold yet, here are some other great benefits:

• Ability to work 100% remote

• Work/Life Balance with up to 31 days of PTO in your first year

• Continuing Education with access to LinkedIn Learning

• Full benefits package including medical, dental & vision

• 401K with company match

• Wellness Program

• Paid Parental Leave

• Employee Referral Incentives

To learn more about Trader Interactive, please visit our website and see what makes us stand out in our industry!

TI proudly supports a diverse workforce, and we encourage candidates from underrepresented groups to apply. Trader Interactive is an equal opportunity employer where hiring is based entirely on business needs, job requirements, and individual merit.