Director of Customer Success

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Company: Kathy Kuo Home
Location: New York, NY

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About Kathy Kuo Home

At Kathy Kuo Home, we believe design and service are foundations to delighting our customers.

KathyKuo.com, established in 2012 is the go-to online resource for high end home furnishings for the design savvy consumer and interior designer. Celebrated by lifestyle experts, the online destination features over 50,000 products shipping nationwide.

Design Bar by Kathy Kuo launched in 2017 is a high profile published interior design firm that offers traditional in person design as well as e-design nationally and internationally.

Do you have a passion for helping customers and ensuring they are provided with a remarkable and delightful experience? Do you currently work in the Hospitality, Design, or Retail industry?

We are seeking a highly motivated, compassionate leader to lead members of Kathy Kuo Home’s Customer Success team. You will not only champion a team of passionate individuals, you will also be building out streamlined operations – optimizing all Success channels including but not limited to, email, phone, chat and social — all while strengthening the culture of care and service at KKH, driving customer happiness and loyalty.

You will:

  • Coach and mentor team members with a focus on professional development
  • Drive improvements in customer satisfaction across channels
  • Develop and optimize all Success initiatives
  • Gather and synthesize relevant data, and suggesting improvements in the tools and techniques to help scale the team
  • Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives
  • Execute high-end quality special orders for the fast-paced demands of VIP customers
  • Be the team lead to champion trust, design first, and customer centric core values

You Have:

  • A passion for the home furnishings / interior design space and ensuring an outstanding customer experience
  • 5+ years of Customer Success work experience with 3+ years of directly managing teams of 5+ individual contributors
  • Strong planning, scheduling and organization skills
  • Excellent people management skills, including the ability to effectively influence and communicate cross-functionally
  • High energy, passionate, excellent communicator and the ability to perform product presentations
  • Scrappiness and resourcefulness, no fear of getting your hands dirty, and an impulse to be the first to tackle a problem
  • Excellent written and verbal communication skills
  • Advanced data analytical skills
  • Strong negotiation and issue resolution skills
  • BA/BS degree or related experience
  • Past leadership or coaching experience preferred

Top reasons to work at KKH:

  • Creative, design first organization
  • Health and PTO benefits after 90 days
  • Bonus potential
  • Relaxed, team oriented office environment

Please send Cover Letter and Resume. No phone calls please

Job Type: Full-time

Salary: $75,000.00 to $100,000.00 /year

Location:

  • New York, NY (Required)

Working Days:

  • Monday (Required)
  • Tuesday (Required)
  • Wednesday (Required)
  • Thursday (Required)
  • Friday (Required)
  • Saturday (Preferred)
  • Sunday (Preferred)

Application Question:

  • 5+ Years Customer Success Experience

Work Location:

  • One location

Benefits:

  • Health insurance
  • Paid time off

This Company Describes Its Culture as:

  • Detail-oriented — quality and precision-focused
  • People-oriented — supportive and fairness-focused
  • Team-oriented — cooperative and collaborative