Director, Customer Support Freemotion iFIT Commercial

iFIT Inc
US - Utah - Logan
January 16, 2025

SUMMARY

iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their individual fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a Director of Customer Support for the iFIT Commercial Division. This position will be hybrid, working1 day a week out of our Logan, UT office and can transition to once or twice in office after several months. Open to remote candidates, but will have required quarterly travel.

This individual is expected to be a value-added business partner to the VP, Customer Care, the VP, Operations, and the Commercial Leadership Team. With a primary responsibility to develop and lead an end-to-end Commercial support function which includes order management, delivery, parts & service support, and all other support functions.

This individual will direct and scale the support function for various B2B partners and customers. With a focus on building a best-in-class team of support professionals and technical specialists to ensure an excellent customer experience with a focus on upstream process improvement at every touchpoint.

ROLE COMMITMENTS

Drive technology and quality focused initiatives that will improve First Contact Resolution percentage by 10%
Drive customer obsession in support of our commercial customers through improving Customer Satisfaction and Time to Resolution metrics
Improve Operation eNPS by 30% by EOY through collaborative workstreams focused on development, career pathing, and employee engagement

ESSENTIAL DUTIES AND RESPONSIBILITIES

Participate in strategic planning, and create department goals to support the company objectives (ability to act tactically and think strategically).
Continuously define strategy and goals for entire Customer Support function for the Commercial business division
Build relationships with B2B partners, being a key point of contact for service and product issue resolution
Develop, execute and report key KPIs, reporting to internal leadership and B2B partners on ongoing product performance
Identify staff training, development needs, creating and facilitating the training and development of all team members
Manage labor and service budget for the Commercial business division
Cross-functional collaboration with Quality, Operations, Engineering and Sales teams in identifying and resolving top customer issues

5+ years of management experience
Previous successful management of a high-volume support center or team
Experience in B2B support function
Strong in process analysis and improvement
Experience working with electromechanical products a plus
Knowledge or experience of android device software a plus
Ability to communicate with and provide influence to internal teams and external partners
Excellent written and verbal communication skills
Natural problem solver, possessing the ability to dive into the minute details of a problem while maintaining the ability to communicate high-level objectives to upper management

Read the full job description and apply online on the recuiter's web-site

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