Director of Customer Support
Are you passionate about creating an exceptional user experience while leading a growing and innovative team? The Director of Customer Support will play a pivotal role in not only driving the operational success of Ibotta but overseeing the daily tasks and duties of both the Customer Support and Fraud Prevention teams. Ideal candidate thrives in a fast-paced and results-driven environment.
Responsibilities:
- Create a highly effective operating organization through active coaching, development and leadership. Excel at developing skills and expertise in upcoming leadership talent, creating and driving shared vision.
- Coach and develop both individuals and groups in core leadership skills, CS operating best practices and industry philosophy and strategy
- Develop, implement, and monitor department processes and procedures ensuring effective and efficient operations
- Maintain an in-depth working knowledge of Ibotta systems, processes, and products
- Proactively provide feedback across departments regarding customer concerns and user experience
- Serve as an escalation point for Customer Support, Fraud Prevention, and critical customer issues; serve as a liaison to other internal departments and stakeholders
- Hire, train and lead a large internal and outsourced workforce in order to achieve high performance and company success
Job Requirements:
- BA/BS degree related to communication, business, or technology preferred
- Minimum 7 years experience managing a Customer Support team of 50+
- Experience in a management/leadership role
- Basic understanding of fraud prevention and/or risk mitigation techniques
- Strong analytical and problem-solving skills
- Exceptional communication skills
- Ability to motivate and guide a team in high pressure and deadline driven situations
- Ability to attract, build, and retain a team of high performing individuals; must be adept at assessing, coaching, and effectively managing employee performance
About Us:
Headquartered in Denver, CO, Ibotta (“I bought a...“) is transforming the shopping experience by making it easy for consumers to earn cash back on everyday purchases through a single smartphone app. The company partners with leading brands and retailers to offer rebates on groceries, electronics, clothing, gifts, home and office supplies, restaurant dining, and more. Ibotta is the premier destination for rewarded shopping on mobile, and has paid out more than $200 million in cash back to its users. Launched in 2012, Ibotta has nearly 22 million downloads, and is one of the five most frequently used shopping apps in the United States.
Additional Details:
- This position is located in Denver, CO and includes competitive pay, benefits package (including medical, dental, vision), 401k, commuter stipend, and equity.
- Ibotta provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and genetics.
- Applicants must be currently authorized to work in the United States on a full-time basis.