Director, Customer Care

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

Position Overview 

Compensation: 90k Base Salary, 130k OTE 

We are seeking a highly motivated and experienced leader to oversee our newly centralized Customer Care Team. This role is pivotal in driving customer retention through ensuring client satisfaction and fostering long-term relationships with our valued customers. The ideal candidate will have a strong background in account management, excellent leadership skills, and a passion for helping small businesses thrive. 

Location: Remote - US 

Key Responsibilities 

• Team Leadership: Lead, mentor, and develop a team of account managers to achieve individual and team goals. 

• Process and system build out: Ensure processes are in place for repeatable tasks that allow us to be efficient in our efforts to help our customers out. Work with the Salesforce team to make sure we have all systems in place to support the team in their day to day and for management to have full visibility.  

• Strategic Planning: Develop and implement strategies to enhance customer retention 

• Performance Monitoring: Monitor team performance, provide regular feedback, and implement improvement plans as needed. 

• Collaboration: Work closely with all adjacent departments to ensure seamless service delivery and address customer concerns. The feedback loop is critical in an ongoing commitment to an optimal customer experience 
• Reporting: Prepare and present regular reports on account management activities, customer feedback, and team performance. 

Qualifications 

• Experience in sales, business development, customer support or customer service role, preferably in the technology or software industry. 

• Excellent communication skills, both verbal and written, with a strong ability to articulate complex concepts in a clear and concise manner. 

• Demonstrated ability to build rapport and establish relationships with customers based on trust and credibility. 

• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment. 

• Self-motivated with a positive attitude and a willingness to learn and adapt to evolving business needs. 

Benefits 

• Competitive salary and bonus structure. 

• Comprehensive benefits package including medical, dental, and vision coverage. 

• 401k Opportunity with Company Match 

• Opportunities for career growth and advancement within a rapidly growing company. 

• Ongoing training and professional development initiatives. 

Join Our Team 

If you are passionate about technology, driven to succeed, and dedicated to helping retailers thrive in today's competitive landscape, we invite you to apply for the position of Director, Customer Care at Quilt Software. Take the next step in your career journey and join us in revolutionizing the retail industry with our innovative POS and e-commerce solutions. Apply now!