Director of Customer Service

Job Description

At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.  

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career. 

At Sana Commerce, we're looking for a Director of Customer Service to build the customer service team from the ground up and align our customer service strategy with the company’s overall goals. This role involves leading operational processes, managing ticket resolution, and guiding team performance. This role will also oversee the integration of partner support into the customer service team and drive changes in how we support our partners and enhance our service delivery. 

 
What you'll be doing:  

• Developing and executing customer service strategies and initiatives that align with company goals and objectives. 
• Leading, mentoring, and motivating a team of customer service managers and representatives. 
• Setting clear performance objectives and KPIs for the customer service team; monitoring and evaluating team performance to ensure goals are met. 
• Implementing efficient and effective customer service processes and workflows to optimize service delivery and responsiveness. 
• Analyzing customer feedback and data to identify trends, issues, and opportunities for improvement; develop and implement action plans accordingly. 
• Collaborating cross-functionally with other departments (e.g., Sales, Marketing, Product, and Delivery) to ensure a seamless customer experience across all touchpoints. 
• Staying updated on industry trends and best practices in customer service; continuously seeking ways to enhance service quality and customer satisfaction. 
• Preparing regular reports and presentations on customer service metrics, achievements, and challenges for senior management. 

What you'll bring:  

• At least a Bachelor’s degree in Business Administration, or a related technical field. 
• Over 3 years of experience in a leadership role (Head of+) within customer service, preferably in SaaS or hosted applications. 
• Strong leadership and people management skills, with the ability to inspire and motivate a team. 
• Excellent communication and interpersonal skills; ability to build relationships and influence stakeholders at all levels. 
• Strategic thinker with a demonstrated ability to develop and implement customer service strategies that drive business results. 
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions. 
• Experience in implementing customer service technologies and systems (e.g., CRM software, ticketing systems) is preferred. 
• Customer-focused mentality with a commitment to delivering exceptional service and fostering a customer-centric culture. 

 
What you'll get: 

• The opportunity to lead and shape the customer service function within a software scale-up. 
• A hybrid working model – 3 days from the office, 2 days from home. 
• Up to 3 weeks “work from anywhere” per year. 

 
Who we are:

So, what does it mean to be a part of the Sana Commerce team?  

• Entrepreneurial. Sana Commerce exists today because a few people had a great idea and brought that idea to life. 
• Result-driven. We also know that being result-driven is about more than just KPIs. It’s about creating value, tackling challenges head-on, and supporting our colleagues in reaching their goals. 
• Customer-Centric. We’re in it for the long haul. Through good times and bad, we stick together because we believe in our product, our promise, and our people. 
• Team spirit. At Sana Commerce, everyone is eager to help their colleagues, and success is always a team effort.  
• Learning mindset. Sana Commerce people are constantly looking to improve and challenge their existing knowledge base. 

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please write a cover letter, we strongly encourage you if you still feel like you are a great match. Apply now!  

Additional Information

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