Head, Customer Service (FMM)

Overview

The Head of Customer Service will lead and oversee all customer service operations across FMM's platforms and services, ensuring exceptional customer experiences. This role involves developing customer service strategies, managing a growing team, and ensuring high levels of client satisfaction. The ideal candidate is a problem-solver with strong leadership skills and a customer-first mindset.

Key Responsibilities

• Develop and implement a comprehensive customer service strategy across all FMM operations.
• Lead and mentor the Customer Service Team to meet and exceed customer satisfaction goals.
• Monitor and evaluate team performance, offering coaching and development opportunities.
• Handle complex or escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Develop feedback systems to monitor customer satisfaction and identify areas for improvement.
• Collaborate with cross-functional teams (product, marketing, operations) to resolve customer issues and improve processes.
• Manage customer service tools and platforms, ensuring they are optimized for efficiency and effectiveness.
• Analyze customer service data and metrics to make informed decisions and set targets.
• Prepare and deliver customer service performance reports to the leadership team.
• Lead initiatives to enhance customer loyalty, retention, and advocacy through proactive support strategies.

Requirements

• 4+ years of experience in customer service, with at least 4 years in a management role.
• Proven track record of leading high-performance customer service teams in a fast-paced environment.
• Strong leadership, team-building, and mentoring skills.
• Excellent problem-solving abilities with a customer-first approach.
• Experience with customer service software, CRM tools, and performance metrics (e.g., Zendesk, HubSpot, or similar).
• Outstanding communication and interpersonal skills, with the ability to interact with all levels of the organization.
• Experience in the entertainment, tech, or creative industries is a plus.
• Ability to handle high-pressure situations and make quick, effective decisions.