Senior Director of Customer Service

THE COMPANY

B-Stock is the world's largest online marketplace for returned, excess, and other liquidation merchandise. Our customers range from SMB to the world's largest brands and retailers (including all ten of the top 10 U.S. retailers). Led by eBay veterans, B-Stock completes over 200,000 transactions per year, selling 135 million items annually, making us a clear leader in the space.

The amount of inventory that is returned or unsold each year is growing very rapidly; in 2020, the value of this merchandise was estimated at $500 billion. Much of it ends up being liquidated for pennies on the dollar; some of it is even destroyed or landfilled. We believe there is tremendous value in and demand for this inventory - no matter the category, condition, or location. The B-Stock platform gives buyers a simple and direct way to buy valuable products, and offers sellers a trusted replacement for traditional liquidation and a critical boost in operational efficiency.

Backed by top investors including Spectrum Equity, True Ventures, and Susquehanna Growth Equity, B-Stock runs lean, fast, and shows no signs of slowing down. Our core values have shaped the company we are today and will certainly drive our success for many years to come.

THE CUSTOMER SERVICE TEAM

In 2013, responding to customer inquiries was a piece of one person's job. Today we have a team of 20+ professional representatives in Utah who interact with our customers over email, phone, and online chat. The team also handles key tangential tasks keeping our marketplaces running, including scrutinizing resale documents for registration approvals, white-gloving first time buyers, preventing fraud, and addressing disputes. We expect our team to double in size over the next three years, and are looking for the right leader with a proven track record to spearhead this anticipated growth.

JOB SUMMARY

As Director of Customer Service, you will play the lead role in setting strategy for our Customer Service department. As we grow, you will drive the changes necessary to improve operating and organizational efficiency of the team. In this role, you will have a unique opportunity to help the company scale and prosper. Our B2B marketplaces process thousands of orders a week, averaging thousands of dollars per order, so every transaction is meaningful to us. Being the front door to our buyer base, it's critical that the Customer Service team be knowledgeable and compassionate, no matter the circumstance.

You'll drive the transformation of the Customer Service organization to become more innovative and more focused on the customer experience. You'll partner with your managers to implement the right tools and technologies to further our goals of quality and efficiency. And you'll be an early warning system for leaders across the company, working to implement the right solutions for our customers. You must take an analytical approach to continuously improve the team's performance and efficiency while also ensuring top employee satisfaction.

Our Customer Service team is passionate and dynamic, and it will take experience and commitment to maintain the positive and productive atmosphere that is at the heart of every B-Stock office. Part of your leadership focus must be on developing career paths for our CS personnel, demonstrating a clear vision and ongoing mentorship for the team.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Direct and oversee all aspects of the team's policies, objectives, and initiatives
Hire, train, and develop new team members, providing a roadmap for career growth
Foster a culture of quality within the team, while ensuring top employee satisfaction scores
Use existing data and create new reports to uncover business trends, then implement improvement plans based upon this data - interrogate the data until it confesses!
Develop service and performance level standards focused on response times and issue resolution, then ensure these standards are achieved or exceeded
Staying up-to-date on the most current platforms and technologies, and evaluating tools and processes for potential adoption
Understanding the moments when customers need help, and implementing proactive measures to provide relevant information and thus reduce call volume
Maintain regular interaction with leaders across the company, ensuring two-way education and collaboration

Immediate projects include

Use analytical methods to structure the team coverage among various channels for maximum efficiency
Implement accurate time-tracking solutions to ensure team member time is focused on the most meaningful activities
Broaden our "chat" initiative, found to be a popular and cost-effective support channel
"This call is being recorded for quality assurance purposes" - update our quality review process and implement a system that ensures a significant percentage of interactions are reviewed for quality
Improve our knowledge base, a tool used by our team to ensure accuracy of our responses
Enable key reports to provide maximum visibility to company stakeholders

MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES

Minimum of 6 years' experience leading a SaaS Customer Service organization
Experience and background in building, leading, and growing a team, preferably from twenty to fifty people or more
Experience leading a support organization using phone, chat, and email, along with expertise in the technologies powering these offerings
Experience using ZenDesk is necessary; experience using Tableau is recommended
Prior practice with NPS and OKRs is very helpful
Experience with the marketplace or auction business models (such as eBay)
The ability to multi-task and prioritize many different clients' needs
Judgment, critical thinking, problem-solving, and time management skills
A history of top performance in whatever you have done
Top-notch written and verbal communication skills
Bachelor's Degree in related field such as Business Administration, Psychology, Communication etc.

B-Stock Solutions is an entrepreneurial, fast growing company with a dedication to quality. We are looking for a candidate who is geared toward this type of environment. This position is located in South Jordan, Utah.

OUR VALUES

Make Each Dollar Count
Whether it's the recovery amount or a buyer's budget, money matters to all of our clients. And because each dollar matters to them, it matters to us.

Take Our Work Seriously, Not Ourselves
Everything at B-Stock continues to grow - everything but our egos, that is. We're not afraid to let loose and laugh (often at ourselves).

Do The Hard Things Today That Will Pay Off Tomorrow
We're willing to sacrifice and endure, fail and adapt to reach our long-term goals.

Use Trust As The Best Measure Of Success
The trust we earn along the way is more valuable than money. Without trust from both our buyers and sellers, our business won't succeed.

Find Strength In Numbers
Use our passion for data to provide value to our customers, improve ourselves, and develop new ways to delight our buyers and sellers.

EMPLOYEE BENEFITS

Competitive compensation packages including bonus and options
Medical, dental, and vision benefits
Paid Time Off & matching 401(k)
Support for continuing education
Team offsites, social events and extracurricular activities are a staple
Snacks, drinks, and the occasional box of donuts

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