We are seeking a Director of Global Customer Success to lead and enhance our worldwide customer support operations! In this role, you will hire, train, and manage a team dedicated to delivering exceptional experiences for Reebelo customers across APAC, NA, and Europe. You will use data to drive continuous improvements, build efficient processes, and design automations for superior support. By evaluating metrics such as customer satisfaction and resolution times, you will enhance key customer support metrics and enforce SLAs. You will own and design the end-to-end customer experience and collaborate with internal stakeholders to implement best practices. You will be reporting directly to our company's COO and work together with a highly motivated team globally.

Create The Circular Economy With Us

At Reebelo.com, we empower customers to buy their favorite tech devices in a more sustainable way. Our mission is to refresh the way we all consume tech, delivered through a platform built on sustainable values and quality-assured devices. We are looking for motivated team members like yourself with an innovative mindset. In 2 years we launched 7 countries, raised $50M from top investors and scaled to 8-digit gross sales. Change the world, and supercharge your career with Reebelo!

At Reebelo, we value the balance between in-person collaboration and the flexibility needed to live our daily lives. Our team operates on a hybrid model, requiring 2-3 days of office per week. This role is located in the Salt Lake City, UT.

Click here to find out more: https://reebelo.com.au/about-us

Your Responsiblities

• Hire, train and lead a customer support team responsible for ensuring an excellent experience for Reebelo customers globally (APAC, NA, Europe)
• Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Operations, etc.
• Build processes, solve inefficiencies and design automations to empower our support teams to deliver swift, best in class support
• Evaluate the success of process improvements by monitoring metrics such as customer satisfaction, Resolution times, CS Productivity, CTOR, single touch tickets, customer self service rates, and complaints from customers
• Continuously improve key CS metrics and enforce strict SLAs within the team, proving strong day to day management of the support team
• Own and design the end to end customer experience on Reebelo, from a support angle.
• Collaborate cross-functionally with internal stakeholders such as Founders, COO, VPs and local Country Directors to devise and implement CS best practices

Your Background

• 5+ years relevant experience in building and/or leading a customer support team, previous startup experience a plus
• Hands-on, always on startup attitude, focused on best in class execution
• Forward thinking mindset, experience in leveraging new technology to augment live customer support
• Able to perform in high-paced and stressful environment
• Bachelor’s degree or equivalent education a plus

How we support you

• Birthday leave
• Competitive salary
• Health, dental and optical insurance
• Hybrid work environment
• Ownership of your own projects
• Team events & a great culture!

We understand that experience comes in many forms so if your experience is close to what we’re looking for, please don’t hesitate to apply — we’d love to hear from you!