Careers Director, Customer Service

LOCATION:

Sunnyvale, California USA

WHO WE ARE:

Kaleidescape designs, develops and manufactures movie servers that have changed the way families enjoy movies and music in their homes. The award winning Kaleidescape System combines an engaging user interface, outstanding industrial design, and unique online services that set new standards in the consumer electronics industry.

Kaleidescape was founded in 2001 and is based in Sunnyvale, California. Research and development are done by Kaleidescape Canada, Inc., based in Waterloo, Ontario. Our products are available through custom-installation dealers and distributors throughout the world. For additional information, please visit us at: www.kaleidescape.com.

JOB DESCRIPTION:

The successful candidate will be responsible for delivering an excellent experience to all of the company's dealers and customers that have non-sales questions or problems. This person will have P&L responsibility, work with the company's Executive Staff Team, and present reports to the Board of Directors. Additional responsibilities shall include:

  • Recruiting, training and managing the customer service team.
  • Establishing customer service standards and objectives, and monitoring and taking steps necessary to ensure that they are achieved.
  • Defining appropriate metrics that measure the quality of the customer service being delivered by the company as well as the cost of delivery.
  • Monitoring such metrics and presenting the results to Executive Staff and to the Board of Directors.
  • Developing and maintaining innovative self-help materials and facilities for the company's dealers and customers.
  • Working with Engineering, Manufacturing and IT to improve and evolve the company's processes for escalation, RMAs, etc.
  • Creating and implementing ways to generate service revenue for the company.

QUALIFICATIONS:

  • Bachelors degree, advanced degree preferred
  • Excellent written and oral communication skills
  • Excellent presentation skills
  • 10 years of customer service management experience preferred
  • Self-starter that requires little or no management
  • Excellent problem solver
  • Innovative
  • High integrity
  • Open, transparent management style
  • Accountable. Passionate. Humble

Kaleidescape offers competitive compensation and benefits. Employees have a unique opportunity to participate in building a great company and share in its success through profit sharing and stock options.

To apply for this position, please send your resume to careers-support@kaleidescape.com.


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