The ThinkGeek Overlords are seeking a Director of Customer Service that will manage a team of hard-working customer care monkeys, plan and execute on strategic initiatives in customer service, and foster an environment of delighting customers and maintaining the ThinkGeek culture and voice.

Responsibilities will include:

• Day to day management of our customer service department and 3rd party call center.
• Lead and mentor team members, providing friendly motivation, guidance and training to produce outstanding staff with a customer-focused attitude
• Develop, maintain and optimize the Customer Service strategic plan
• Recommend, review and implement improvements to operational procedures
• Establish and monitor key metrics to measure performance
• Work closely with other departments to improve customer service quality and provide an exceptional overall customer experience
• Forecast staffing needs for calls, chat, emails and returns

Education:

• Requires a bachelor’s degree or equivalent combination of education and experience

Experience:

• At least 10 years customer service and call center experience.
• Proven leadership skills, amazing ability to work in teams, skills and experience mentoring and training of new hires, creative thinking and overall awesomeness.
• Ecommerce or retail background a plus.

Skills:

• Excellent Analytical and Excel Skills
• Outstanding writing and communication ability
• Customer-focused attitude

ThinkGeek is a small, close-knit group of fun, weird, and enthusiastic people who run one of the most successful niche e-commerce sites on the Internets. As part of Geeknet, a publicly held company, ThinkGeek employees receive an excellent benefits package while enjoying the benefits of working in an exciting start-up environment in our Fairfax, Virginia office. This posting is for a permanent, full time position in our Fairfax, Virginia office. Only local applicants or those willing to relocate at their own expense will be considered