ABOUT US
Swag...everyone loves to receive it
Whether it be welcoming new hires into their dream job, thanking customers for their loyalty, celebrating a community milestone, or engaging event attendees, when done right, swag is the glue that bonds brands together with the people that matter to them. But no one enjoys putting this stuff together...
The $30 Billion branded swag supply chain is a complete mess, filled with too many products, too many intermediaries, too little quality control, and not enough technology.
SwagUp is disrupting the industry by streamlining the end-to-end supply chain and making it available through a single platform utilizing powerful APIs and interfaces (e.g. dashboard). As the fastest-growing swag company, we have made great strides towards our mission of eliminating the friction in the swag creation and distribution process. BUT we’ve just begun to scratch the surface…
And that’s where YOU come in…
MISSION
SwagUp is looking for a (Sr.) Director of Customer Care to develop and lead our Support/Care team. This person will be responsible for creating and driving support performance, optimizing the customer experience, and improving Customer Satisfaction scores.
Customer Care is pivotal to our success. We view Support/Care as a key differentiator and not just an added cost of doing business. This team's objective is to drive customer satisfaction, taking a proactive approach to issue resolution and root cause analysis. We want to anticipate customers’ issues and needs before they happen.
We are looking for someone who can develop the customer experience workflow and roadmap while identifying any gaps in the process. You will be working closely with our Success team on driving repeat revenue and creating a feedback loop for our product/marketing teams on product enhancements and the implementation of scalable support solutions through VOC data. SwagUp is a customer experience first company and wants to ensure the success of our customers continues to improve as we grow.
We are looking for someone with proven experience in customer experience, customer satisfaction, and experience working with product teams. This team is not fully developed, so we need a strong leader to build its foundation for continued success.
RESPONSIBILITIES
REQUIREMENTS
WHAT SUCCESS LOOKS LIKE
PERKS
SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal! #tothemoon