Director of Customer Support

Company: Pura
Location: Pleasant Grove
Posted on: January 15, 2022

Job Description:

• Pleasant Grove, UT, USA
• Full-time
  
  The Opportunity
  
  Pura, based in Pleasant Grove, UT, has been revolutionizing self-care and IOT (internet of things) connected experiences in homes for the past several years. We obsess over providing world-class experiences for our customers, partners, and vendors. We're looking for applicants who are committed to Human-Centered design & delivery. We pride ourselves on maintaining a team-based culture, quality, innovation, and continuous growth and development!
  
  Our teams build and maintain apps, services, fragrances, and devices that power all of the connected experience platforms for Pura customers internal and external. We are currently hiring for the Director of Customer Support role in the Experience Org at Pura, that will focus on creating the best scenting experience for our customers. We are looking for a results-oriented person to join our team, evolve our customer support experiences, and create the new standard in customer support.
  
  Who you are committed to being:
  
  • You care about the success of your team members.
  • You are comfortable collaborating with your team and establishing and evangelizing a desired end state, or outcome, and motivating the team to come along.
  • You ask detailed and specific questions, understand nuance, and question conventional wisdom.
  • You understand that what customers say they want and what they actually want may differ.
  • You understand how support teams function to provide first-class service.
  • You discover how our brand, product and service key messages resonate with our customers.
  • You are committed to understand what our customers really think of us.
  • You optimize how customers engage with us.
  • You develop solid feedback loops with product and marketing teams.
    
    What you'll own:
    
    • Customer support learning and development programming for the team and the business.
    • Creating a productive and motivating work environment for Pura Customer Support Agents.
    • KPIs including Customer Satisfaction (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), First response time, First contact resolution rate, Customer ticket request volume.
    • Troubleshoot escalated concerns or questions from customers.
    • Assist our customers in creating a long-term, genuine relationship with us.
      
      Experience you'll need:
      
      • Proven success in building customer service/support organizations.
      • Experience with computer database systems/software (Gladly or Zendesk would be ideal).
      • Excellent reading and writing skills.
      • Solid track record of developing and training teams.
      • Experience in project management.
        
        We know each candidate may not meet all of the listed requirements, but please apply anyway!
        
        Pura's Story
        
        Pura-a company that married smart-home technology and fragrance diffusers, all controlled by the Pura app. At Pura, our mission is to create a luxury fragrance experience in each home that can change moods and brighten days. We are partnering with premium fragrance brands, celebrities and lifestyle brands in the industry to bring customers' favorite scents to their home with the touch of a button. And that's just the beginning.
        
        Pura started in 2014 and raised a seed round of 4.4M in February of 2020. Pura thrives on hiring or creating the best talent, known as a young and hungry brand that is rapidly becoming a household name around the world.
        
        Check out and find out more about our offerings on our website. Explore the latest amazing fragrance launches on Instagram .
        
        Join the Pura Team!
        
        • All candidates are subject to a background check.
          
          Pura provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
          
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Keywords: Pura, Salt Lake City , Director of Customer Support, Executive , Pleasant Grove, Utah