OutdoorsyDirector Of Customer Service
Mar. 2021 - Jan. 2022Austin, Texas, United StatesOutdoorsy is a San Francisco based company providing an online marketplace for RV travel rentals. It has been voted the #1 trusted RV rental serving 38 million customers. The platform has booked 840,000 travel days among 620,000 users and has generated $325M in annual revenue. Responsible for leading the strategic vision, operational management, and optimization of customer service, enhancing client experience, and providing cross-functional and daily leadership to over 100 team members. Designed, developed, and implemented new recruiting processes to source, interview and onboard high caliber candidates for while developing training plans and ensuring team development, excellence and best practices. Created new processes to ensure the hiring and onboarding of high performing, customer-centric agents. Developed KPIs and enhanced metrics to inform strategies for customer experience, growth, and success. Implemented organizational trainings to enable the development, retention and growth of exceptional customer service leaders and representatives while delivering group and one-one coaching and trainings. In collaboration with the Vice President, led the technical and strategic implementation of organizational-wide change management tools, serving as the technical specialist for 140 customer service agents. Led quality assurance efforts and implemented quality control measures for leading business partnerships. Build and foster impactful relationships with both internal and external key stakeholders to expand opportunities.