About Sittercity

Sittercity, a Bright Horizons company, is a technology platform working to reimagine the child care industry. Finding, hiring and managing high-quality, trustworthy and enriching child care has never been simple, for parents or caregivers. We want to change that. At Sittercity, you can imagine and create solutions that will revolutionize a multi-billion industry and bring relief to parents and care providers alike, all while having a lot of fun! Boost your career as we launch into our next phase of growth and help build a platform that changes the way child care works.

What You’ll Do

We are looking for a Director of Customer Success who loves to build and grow a team of passionate customer success advocates and delights in solving customer problems. This role will allow you to flex both your strategy and execution skills: help us build the right customer success strategies to scale the team and support the business, as well as execute these strategies. You should be a business leader that likes to work with a team, but also enjoys individually owning the chargeback and refund policies, and owning key customer success technology relationships. You’ll have an opportunity to fast-track your growth and development in an organization with a mission that has real positive social impact and aggressive business goals. If you’re excited about delighting customers at a purpose-driven organization, this is the right role for you! 

Responsibilities:

• Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed.
• Recruit, motivate, mentor, and lead the best customer success talent.
• Build and drive programs to ensure continuous business success with a strong business growth mindset.
• Lead a high-volume Customer Success team to delight families and caregivers.
• Directly manage a team of Customer Success advocates - providing coaching, monitoring, and guidance for all customer interactions.
• Lead team to manage customer inquiry volume while meeting SLAs and maintaining high CSAT scores.
• Find new opportunities to improve and scale our Customer Success strategies.
• Develop training documentation and drive an effective onboarding and training process.
• Own development of customer-facing Help Center content.
• Own Zendesk relationship and administer our account - Manage Zendesk business contract, internal training, licensing, reporting dashboard. Create & manage all macros, triggers, and automations.
• Monitor & report on chargeback activity, manage Verifi (chargeback mitigation tool).
• Oversee refund policy, provide guidance on refund issuance, and report out on refund activity.
• Surface opportunities to constantly improve the marketplace customer experience.

Qualities that will help you succeed:

• Operational Excellence - you’re always looking to improve processes, removing bottlenecks, driving better performance, and you have high-performance standards.
• Innovative thinking with a passion for problem-solving.
• Team Leadership - you are empathetic with your team while driving great results.
• Technical Aptitude - Customer Success depends on their technology tools to operate effectively. You should have the aptitude to learn our systems, be open to evaluating and learning new systems, and thinking about how to drive more value for customers with smart deployment of the right tools. 

Qualifications:

• 2-5 years of leadership experience with demonstrated ability to build a highly motivated and effective team
• Leading a customer success team in a consumer environment with high volume
• Familiarity with customer service-related systems such as - Zendesk, Verifi, Recurly, etc.
• Comfort with using the latest and greatest customer service tools

Why you should join us

Recognized as a Chicago Innovation Award winner and one of the best places to work by Crain’s and Built In Chicago, we offer an innovative and fun environment that rewards passionate and curious individuals. Due to COVID-19, this will start as a remote role with the potential to eventually rejoin our team in our Chicago office. Our office provides a bright and energized space for collaboration as well as many quiet areas for concentration. Additionally, you will receive the following benefits:

• Support for flexible and remote working environments
• Company events, social outings and volunteer opportunities
• Open personal time off policy
• Industry-leading maternal and paternal leave
• Tuition assistance, college coach, and enhanced family support
• Great benefits package, including; health, dental, vision, disability, life, and 401(k) match
• Sittercity membership, back up child/adult/elder care, and child care center discounts

Sittercity is committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, veteran status, or any other basis as prohibited by federal, state or local law. Sittercity participates in E-Verify and background checks all employees.