You lead with strategy and scale. By balancing cost, quality, and growth, you turn customer service into a business driver.
What's expected
This level requires
10
to
15
years of experience in the preceding role at Flaviar, or a comparable role at another company. See the roles and competencies we want you to master at this level.
Skills & craft
Leads the transformation of customer service into a strategic function.
Implements industry-leading technologies, methodologies, and best practices.
Problem solving
Drives high-impact initiatives to reduce costs while improving customer satisfaction and efficiency.
Navigates complex business challenges to elevate customer experience.
Impact on the company
Positions customer care as a revenue driver by enhancing loyalty and lifetime customer value.
Defines long-term strategies for scalable and cost-effective service.
Communication
Engages with senior leadership to secure investment in customer experience innovations.
Represents customer support in company-wide strategic discussions.
Collaboration
Ensures alignment between support, product, and go-to-market teams.
Develops strong relationships with external partners and vendors.
Ownership
Accountable for customer service excellence at scale.
Oversees major operational investments, budget planning, and team development.
People Management
Develops senior leaders in customer care.
Fosters a culture of innovation and continuous learning.
Builds leadership succession plans and promotes diversity, equity, and inclusion.
Whoa, what a career path this has been so far. We're so grateful to have you as one of our top Flaviaristas. But this is not the end, oh no. Here's a toast to our mutual growth, for years to come!
