• Location
    • Remote
  • Date Posted
  • Oct. 12, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Retail

We are looking for a VP of Customer to oversee and guide teams that interact with our customers, including our customer support, Trade sales, and Consumer sales organizations. You will help us continue to scale the business and deliver a best in class experience for our customers and sellers across teams they interact with at 1stDibs. You will be someone with operational excellence as well as a proven ability to drive revenue.

You are responsible for managing the team on a day-to-day basis as well as responsible for insights and accountability to KPIs. This role will serve as the chief customer advocate in cross functional conversations and obsess over how to make our customer experience better. With the customer in mind, this role is responsible for defining customer organization design, process improvements, and tools and resources needed to deliver the best customer experience. You’ll lead with a clear vision, while also being responsible for target setting and execution.

The role will interact closely with their team to handle employee, customer and seller escalations and also will be responsible for participating in and contributing to company-wide committees around cross functional initiatives.

Responsibilities:

  • Oversee team of 50+ across support teams interacting with our customers and sellers as well as sales teams focused on our top clientele
  • Leading and developing management on your team to continue to grow their capabilities
  • Ensuring we have the best teams possible through defining organizational design, hiring, onboarding, continual training, and work force planning
  • Advocating for the customer and leveraged as an expert on the voice of the customer with cross functional partners
  • Delivering on KPis for customer experience teams including CSAT, NPS, time to first response, time to resolution & retention of reps
  • Delivering on sales team targets, meeting or exceeding quotas for the team as well as retaining top talent
  • Focus relentlessly on optimization and improvement through tactics such as utilization of automation and roll out of new tools like SMS

Qualifications:

  • 10+ years of experience managing customer facing teams
  • Demonstrated of operational excellence
  • Experience building & defining teams
  • Experience with luxury or marketplaces a plus
  • Experience working in a high growth digital environment
  • Track record of identifying and implementing process improvements and launching new tools to drive efficiency
  • Reputation as a strong leader who motivates and develops both managers and reps
  • Proven ability to drive stakeholder alignment and work cross functionally

About 1stDibs

1stDibs is a leading online marketplace for connecting design lovers with highly coveted sellers and makers of vintage, antique, and contemporary furniture, home décor, art, fine jewelry, watches and fashion. 1stDibs is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.

1stDibs is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually. Any new or current team members will be temporarily working remotely until our offices reopen, at which point all employees are expected and required to return physically to the New York office.

For additional information about location requirements, please discuss with the hiring team following submission of your application.