Customer Contact Center Manager II (Trust & Safety)

Foundation Capital

United States

United States

Remote?

No

Date Posted:

Jun 29, 2022

Qualifications

• The ideal candidate will have experience managing customer experience leaders in a high volume contact center
• You are someone who has demonstrated excellent decision quality in a high stakes environment
• You are analytically minded, and know that if you can't measure it you can't optimize it
• 3+ years of experience in a senior leadership role where your responsibilities included managing other leaders
• 5-7 years experience managing or leading teams in contact center operations
• Excellent written and verbal communication skills
• Comfortable operating in a dynamic and fast-paced environment with strong problem-solving and analytical skills
• Ability to handle escalated customer issues including emergency situations involving significant risk
• Ability to support with executive level customer escalations involving high stakes emergency situations
• Experience with Zendesk, Talkdesk, or similar customer management tools
• Experience using data to make strategic business decisions
• Bachelor's degree or equivalent experience
• Experience at a consumer technology company
• Experience at a startup or other fast-growth company
• Experience in vendor management
• Experience with process design and improvement
• Previously used Rover.com as a pet parent or dog sitter/walker
• Demonstrated competency with one or more analytical toolkits, including Excel, Google Sheets, and / or SQL