Head of Client Support

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Company: Sterling
Location: New York, NY

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Job Title: Head of Client Support (contact center operations)

Position Type: Full Time

Location: NYC

Begin a New Career with a Purpose at Sterling

We’re a fast-moving world leader in cloud-based background screening and identity services. Our clients use our services to create safer workplaces, build trusted brands and protect vulnerable populations. We are financially thriving, investing in growth and grounded in authenticity. If you are motivated and passionate, you will love working here. Apply today!

The Head of Client Support will create, maintain, and continually improve our internal service environment and systems so client support agents can focus on delivering outstanding service. This leader will be managing a team of global client support agents and has proven success in scaling and developing internationally based contact center operations teams with a customer-centric approach.

We have great people here and are looking for more. Come join us – you will love it!

Main Responsibilities:

  • Set the overall vision and provide transformational leadership for our Client Support team; Drive customer-centric strategy through day-to-day contact center management and operations
  • Own the company’s client support strategy and establish & monitor customer success KPIs to assess the team and company performance; develop and implement future contact center vision and strategy
  • Manage leaders of offshore teams of 150+ people to achieve corporate and client outcomes; drive growth and development of the client support team and foster collaboration within the team and across a customer’s lifecycle; increase productivity and client centricity of managers and representatives alike
  • Measure effectiveness of client support by defining operational metrics, tracking systems, and reporting to the company, executive team and board; review trends for phone volume, staffing levels, and customer satisfaction to determine where improvements may be made and put execution plans in place to drive those improvements
  • Review quality performance measurements and provide input to for coaching performance/action plans as applicable; define and help develop self-service capabilities
  • Help create and maintain a positive department culture through the participation in, and creation of company culture initiatives
  • Partner with sales and client success to manage client-specific needs and ensure best-in-class client support experience
  • Bring rest of the company closer to the client experience and inform/influence changes to products, technology, and process through voice of customer metrics

This Is What We’re Looking For:

  • 5-10 years’ experience leading distributed teams and managing managers
  • Proven track record transforming client support teams to drive customer-centric results
  • Experience with customer experience programs to drive operational change
  • Exceptional communication skills and proven track getting buy-in across an organization (i.e. product, sales, success, executive, etc.)
  • Exceptional written and verbal communication skills and ability to communicate at an executive level
  • Extensive knowledge using online call center phone and tracking systems
  • Pleasant, friendly attitude, with an ability to adapt to change

Why Sterling:
Our mission is to provide the foundation of trust and safety our clients need to create great environments for their most essential resource, people. We believe everyone has the right to feel safe. Most importantly, we make decisions and live by our values:

  • It’s All About People
  • The Client is Always in the Room
  • Deliver Results: They Matter
  • Start with Trust and Prove It Everyday

Why You Should Join:

  • You’ll Grow. Make an Impact. Build Community.
  • You will have the freedom to create and grow professionally, individually and as a culture
  • GREAT Paid Time Off with donations program
  • Competitive compensation and opportunity for advancement
  • Generous benefits including medical, dental, vision and more only sweeten the experience
  • Health Club Discount
  • 401k with MATCH
  • Flexible Work Schedules
  • Philanthropic Opportunities

In a nutshell, we’ve built a place where we truly love working and we think you will too.

Check out our current job openings: http://www.sterlingcheck.com/About/Careers

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Equal Employment Opportunities at Sterling

Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.