We are seeking an experienced and dedicated individual to fill the role of our Head of Customer Relations, to lead our customer service team and ensure exceptional service across all customer touchpoints. In this role, you will oversee high-level customer inquiries, manage and mentor the customer service team, and uphold our commitment to delivering the highest level of service. The ideal candidate is a proactive leader with a passion for customer satisfaction and a proven track record in managing and enhancing customer service operations.

• Must be at least 18 years of age.
• Must live within driving distance of North Haven, Connecticut (This is an IN-PERSON Opportunity Only.)
• Proven experience in customer service, with at least 2+ years of experience in customer relations or similar roles.
• Proven experience in a supervisory or leadership role within a customer service team.
• Exceptional communication and interpersonal skills, with the ability to handle high-level customer inquiries professionally and empathetically.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
• Experience using customer service software and digital communication platforms (e.g., email, social media, and live chat) to manage and track inquiries.
• Analytical skills with the ability to review and interpret customer service metrics, and apply insights to improve customer satisfaction.
• Proven track record in developing and implementing customer service strategies to enhance team performance and customer satisfaction.
• Ability to collaborate effectively with other departments to ensure a consistent, positive customer experience across all touchpoints.
• Proactive problem-solver with a customer-first mindset and commitment to upholding the company’s brand and reputation.
• Flexibility and adaptability in a dynamic work environment, with the ability to handle unexpected challenges professionally.

• Manage and respond to high-level customer inquiries, ensuring issues are resolved promptly and professionally.
• Lead, mentor, and train the customer service team to provide consistent, high-quality customer support across all channels.
• Develop and implement customer service policies, procedures, and best practices to maintain exceptional service standards.
• Engage with loyal and repeat customers, fostering strong relationships to encourage customer retention and satisfaction.
• Oversee customer interactions across multiple platforms, including email, phone, and social media, ensuring timely responses and brand alignment.
• Monitor and analyze customer service performance metrics, using data insights to improve team efficiency and customer satisfaction.
• Collaborate with other departments (e.g., marketing, sales) to align customer service initiatives with broader company goals.
• Address and manage any negative feedback or customer complaints, ensuring resolution and maintaining a positive brand image.
• Organize and conduct regular team meetings to review performance, address challenges, and encourage team growth.
• Stay up to date on industry trends and customer service innovations, applying relevant practices to enhance the customer experience.
• Identify opportunities for process improvement, recommending and implementing changes to optimize the customer service workflow.