Director of Customer & Client Support

Director of Customer & Client Support

Founded in June 1996, VS Media is an industry leader specializing in highly interactive, high-traffic, live video chat websites. Spanning the globe with over 200 million visitors per month and 80 million ads per day, we provide a platform for adults to discover new kinds of interactive content through live video and chat services. Our size and scale stretches across every continent, delivering powerful technology to enhance our clients' online presence. From streaming live video to billing solutions to gamification development, we leverage the latest technology to provide the best digital experience possible

Job Summary

The Customer & Client Support Director oversees all aspects of the Customer, Client and Technical support teams policies, objectives and initiatives and ensures that all support goals are met. The successful candidate is responsible for establishing and maintaining relationships with key clients, managing customer inquiries and issues, and providing training and guidance to the team. This role requires excellent leadership and interpersonal skills, a customer-centric mindset, a proven track record of driving continuous improvement in customer support operations, excellent communication skills, the ability to utilize independent judgment, and excellent critical thinking and problem-solving abilities. This role will be onsite in our Westlake Village office.

As we are an internet-focused tech company, please note that we do manage adult-oriented content. This position directly involves working around such explicit material on a regular basis, therefore it is imperative that the ideal candidate have no issue with this aspect of the business. Please take a look at our website flirt 4 free for an example. VS Media understands and respects that such content is not suitable for all applicants.

Duties and Responsibilities

• Lead and manage the support services team, providing training, mentorship and guidance
• Develop and execute comprehensive support strategies aligned with the company's objectives, focusing on enhancing customer & client satisfaction, retention, and loyalty
• Champion a customer-centric mindset, emphasizing the importance of delivering personalized and empathetic support experiences
• Oversee the implementation of best practices for incident management, ticket resolution, escalation processes and develop contingency plans and protocols to address and resolve escalated issues and crises effectively
• Establish, analyze, and learn from key performance indicators (KPIs) and metrics to measure the effectiveness of customer support operations, with the goal of continuing to improve support services and ensure quality service that adheres to company policies and procedures and reflect industry best practice
• Oversee the compliance functions of the support departments, ensuring that they continue to support the Company's legal and regulatory obligations
• Coordinate with other departments ensuring support services remain aligned with the requirements and needs of the overall business

Requirements and Qualifications

• Bachelor's degree in business, marketing, or related field
• 5+ years of experience in customer service preferred
• Proven track record of managing customer service teams
• Excellent communication, problem-solving, and organizational skills
• Knowledge of customer service software and systems
• Able to work independently and as part of a team
• Positive attitude with a commitment to providing excellent customer service

Compensation

Compensation includes an attractive 401K. Health insurance (medical, dental, and vision) is also provided. Full details will be made available during an interview.

For consideration please send along your resume, and salary requirements.

We will consider qualified applicants with a criminal background.

Principals ONLY

CCPA Notice at Collection for California Employees and Applicants

Effective Date: January 1, 2023

Drafted and Updated: October 27, 2022

VS MEDIA, INC. collects and uses Personal Information for human resources, employment, benefits administration, health and safety, and business-related purposes and to be in legal compliance. Below are the categories of Personal Information we collect and the purposes for which we intend to use this information:

• Identifying information, such as your full name, gender, date of birth, and signature.
• Demographic data, such as race, ethnic origin, marital status, disability, and veteran or military status.
• Contact information, such as your home address, telephone numbers, email addresses, and emergency contact information.
• Dependent's or other individual's information, such as their full name, address, date of birth, and Social Security numbers (SSN).
• National identifiers, such as SSN, passport and visa information, and immigration status and documentation.
• Educational and professional background, such as your work history, academic and professional qualifications, educational records, references, and interview notes.
• Employment details, such as your job title, position, hire dates, compensation, performance and disciplinary records, and vacation and sick leave records.
• Financial information, such as banking details, tax information, payroll information, and withholdings.
• Health and Safety information, such as health conditions (if relevant to your employment), job restrictions, workplace illness and injury information, and health insurance policy information.
• Information Systems (IS) information, such as your search history, browsing history, login information, and IP addresses on the Company's information systems and networks.
• Geolocation data, such as time and physical location related to use of an internet website, application, device, or physical access to a Company office location.
• Sensory or surveillance information, such as COVID-19 related temperature checks and call monitoring and video surveillance.

The Company collects Personal Information to use or disclose as appropriate to:

• Comply with all applicable laws and regulations.
• Recruit and evaluate job applicants and candidates for employment.
• Conduct background checks.
• Manage your employment relationship with us, including for:
  • onboarding processes;
  • timekeeping, payroll, and expense report administration;
  • employee benefits administration;
  • employee training and development requirements;
  • the creation, maintenance, and security of your online employee accounts;
  • reaching your emergency contacts when needed, such as when you are not reachable or are injured or ill;
  • workers' compensation claims management;
  • employee job performance, including goals and performance reviews, promotions, discipline, and termination; and

other human resources purposes.

• Manage and monitor employee access to company facilities, equipment, and systems.
• Conduct internal audits and workplace investigations.
• Investigate and enforce compliance with and potential breaches of Company policies and procedures.
• Engage in corporate transactions requiring review of employee records, such as for evaluating potential mergers and acquisitions of the Company.
• Maintain commercial insurance policies and coverages, including for workers' compensation and other liability insurance.
• Perform workforce analytics, data analytics, and benchmarking.
• Administer and maintain the Company's operations, including for safety purposes.
• For client marketing purposes.
• Exercise or defend the legal rights of the Company and its employees, affiliates and agents.

To view our applicant/employee privacy notice visit https://www.vsmedia.com/live-cams-pp-employees.php

If you have any questions about this Notice or need to access this Notice in an alternative format due to having a disability, please contact hr@vsmedia.com or at 1-800-685-9236.