FabFitFun is searching for a Director, Customer Support to join our team! This person will report to our Senior Director, Customer Support and help oversee the evolution and success of our Customer Support team at our HQ in West Hollywood and growing remote team in the Philippines. As one of our core values at FabFitFun is #CustomerIsQueen - this person will work closely across the organization to help improve and deliver a best-in-class experience to our highly engaged community of members.

What You'll Do:

• Manage day to day call center operations in two countries for large scale CS team
• Collaborate with our Operations, Merchandising, Product, and Technology teams to ensure seamless execution of service
• Be the eyes and ears of our internal team and members to anticipate business changes and challenges, and proactively develop solutions to help evolve the customer care experience from point of subscription, to billing, and retention
• Conduct analysis and deliver reporting for call center service standards and key performance metrics for subscriber interactions
• Forecast workforce management needs through real time schedule monitoring, and schedule adherence
• Support Senior Director to assess department structure and create opportunities for growth and succession planning for the team
• Assist department leaders to strategize and lead hiring efforts to expand team worldwide

What You’ll Bring:

• 5+ years of B2C customer support leadership experience preferably in an eCommerce/high growth environment with a complex product
• Bachelor's degree in Business Management or a related field
• ZenDesk experience desired
• Familiar with common industry performance indicators for customer service (CSAT, Netpromoter pillars)
• Previous leadership around training in processes, tools and technology to enable the team to work smarter not harder
• Experience delivering on KPIs and demonstrating ROI
• Able and willing to be hands-on and dive into the details in order to meet goals
• Strong and effective communication skills within the CS team, the leadership team and of course with our subscribers
• International travel as needed in support of remote office and teams

What You’ll Get:

• Daily impact on one of the fastest growing companies in the US that is revolutionizing ecommerce
• Comprehensive benefits with medical, dental & vision coverage and a newly rolled-out 401K
• Unlimited PTO vacation policy for salaried employees
• Free annual FabFitFun subscription and quarterly add-ons credit
• Catered meals 3x/week with kitchen stocked with great snacks and drinks
• Paid parking
• Fun and friendly culture