Director of Customer Success

HyreCar Los Angeles, CA
  • $85K Annual Salary
    + Bonuses
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, Employee Discounts, Meal Plan / Free Food
  • Employer Likely to Respond

About Hyrecar:

HyreCar is a peer-to-peer car sharing marketplace that allows anyone to rent their idle cars to Uber and Lyft drivers safely and reliably. With vehicles in over 50 states, Hyrecar allows drivers to connect with vehicles supplied by peer to peer owners and commercial dealerships so they rent through a secure and robust online platform. Since going IPO in 2018, Hyrecar has grown to be a leader in  the rideshare industry for all drivers and owners who want to participate in the new gig economy.

About the Role:

We are looking for a Director of Customer Success to run and scale HyreCar’s Customer Care teams, which operate in both a B2B and B2C call center environment. This individual will champion the needs of the Customer with an obsession for identifying and solving Customer pain points. The role requires a strong demonstrated capability to own and drive improvements to the service experience, ability to anticipate potential Customer issue drivers, and implement and improve tool management for efficiency. The person in this role is directly responsible for leading and training the teams that deliver a quality experience to all of our customers. This role reports directly to the VP of Operations.

What You’ll Do:

As the Director of Customer Success, you will:

  • Manage a growing billing team of 20+ local customer care agents, a 30+ near shore call center team, and a future client relations team
  • Scale and optimize our service teams to support a variety of users (B2B and B2C) with 24x7 availability across email, chat, and phone
  • Lead day-to-day operations with an extremely high attention to detail from staffing to process and policy breakdown
  • Handle customer service escalations that may arise within operations
  • Build processes that enable the right work to be handled by the right people, ensuring that our members consistently have great experiences when they reach out
  • Enforce and strengthen HyreCar’s performance management culture by creating performance improvement plans and identifying training opportunities
  • Collaborate cross-functionally with the Sales, Product, and Engineering teams to optimize the customer experience and simplify future workflow
  • Drive continuous improvement of the customer experience by leveraging data-driven decision-making

About You:

  • Bachelor’s degree
  • 5-7 years of management experience in Customer Success, Call Center Operations, Client Services or related customer-facing position within a rapidly growing, software, SaaS, or high growth technology company
  • 1-2 years managing and building a customer success team. Preferred experience also managing remote teams
  • Ability to execute in a fast paced, high demand environment while balancing multiple priorities
  • A knack for seeing how to make something better, and the resourcefulness to execute on those insights consistently
  • Experience building, coaching and training teams in a fast-paced environment (Tech company or startup background a plus!) 
  • Expert knowledge of common customer experience platforms such as Zendesk and Salesforce
  • Insurance industry experience is a plus
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