Vice President of Customer Service

Job Summary:

In this role, you will be responsible for leading and scaling RYZE's customer service operations to deliver an exceptional and personalized experience for our customers. You will oversee the development of strategies, tools, and processes that align with our mission of fueling bodies and clarifying minds. As a member of the leadership team, you will drive initiatives that enhance customer satisfaction, build brand loyalty, and foster a customer-first culture across the organization.

Supervisory Responsibilities:

Yes

Duties/Responsibilities:

• Develop and execute a strategic vision for the customer service department that aligns with RYZE’s goals and values.
• Build and lead a high-performing customer service team, including hiring, training, and mentoring staff.
• Oversee all aspects of customer service operations, ensuring timely and effective resolution of customer inquiries and issues.
• Create and implement systems and processes to streamline customer service operations while maintaining a personal touch.
• Partner with cross-functional teams, including marketing, operations, and product development, to improve the customer journey.
• Leverage data and analytics to assess performance, identify trends, and drive decision-making.
• Represent the voice of the customer within the organization, advocating for improvements based on feedback.
• Monitor industry trends and emerging technologies to keep RYZE’s customer service strategies innovative and competitive.
• Develop and manage budgets, resources, and KPIs for the customer service function.

Education and Experience:

• Bachelor’s degree in business, communications, or a related field; MBA preferred.
• Minimum 12 years of experience in customer service leadership, including 5+ years in an executive or senior management role.
• Proven track record of scaling customer service operations in a high-growth environment.
• Experience in D2C e-commerce or consumer packaged goods is a strong plus.

Required Skills/Abilities:

• Strong leadership and people management skills, with experience building and motivating high-performing teams.
• Exceptional problem-solving and decision making-abilities with a customer-centric approach.
• Proficiency in customer service tools and technology, including CRM platforms.
• Excellent verbal and written communication skills.
• Ability to analyze customer feedback and data to drive continuous improvement.
• Passion for delivering best-in-class customer experiences and aligning with RYZE’s mission.

This is a remote position.