Job Title:

Global Customer Service Director

Reporting To:

Vice President Global Sales

Direct Reports:

Varied

Location:

Remote; Travel as appropriate

Status:

Full-time Exempt

About Vytelle

We are a global precision livestock company reshaping how cattle producers worldwide unlock animal

performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle

SENSE and Vytelle INSIGHT which enables producers to accurately select desired traits to continually produce elite progeny,

coupled with Vytelle ADVANCE In Vitro Fertilization Service, which enhances the speed at which genetic improvement can be made.

Role Overview

The Global Director of Customer Service is a leadership position responsible for integrating, overseeing and optimizing Vytelle’s customer service operations on a global scale. This role ensures that customers receive consistent, high-quality service, regardless of their location, while also working to enhance the company's customer experience (CX) across our Vytelle SENSE and Vytelle ADVANCE portfolios today and any future products or channels. The Director will play a pivotal role in designing and automating processes, integrating teams, and ensuring customer interactions are streamlined and consistent to drive customer retention and acquisition aligned with company goals. The Director will be tasked with creating a customer service department that is capable of developing and executing Standard Operating Procedures (SOPs), lead customer acquisition, qualification, and handoff, deploy a ticketing system, manage and automate scheduling, issue resolution, administrative support for contracts, warranties and billing. The Director will ensure that all customer interactions are managed efficiently and effectively, driving satisfaction and loyalty through consistent, high-quality service This role demands strong cross-functional leadership, process creation and process improvement skills and a commitment to operational excellence.

Key Responsibilities

Strategic Leadership
Define and implement a global customer service strategy that delivers a consistent customer experience before, during and after service delivery.
Develop clear goals, KPIs for teams to measure and enhance performance and customer satisfaction.
Lead and guide a global team, ensuring alignment in vision, communication and performance across regions and products including the integration of two separate, nascent service teams today along with the incorporation of future product offerings into support models.
Develop, manage, deploy customer standard training, onboarding and enterprise selling process including training materials and troubleshooting mechanisms.
Process Design & Optimization
Design, implement and maintain scalable global SOPs for customer service processes, ensuring consistency and quality across all customer interactions.
Oversee the development and use of a customer service ticketing system to ensure timely, effective issue resolution and escalation processes are in place.
Design and deploy an issue resolution and escalation process.
Manage scheduling for customer service teams to ensure optimal staffing levels for all shifts, geographies and service channels.
Create, implement and maintain the ability to interpret data, identify trends and develop actionable insights.
Processes must be designed with scalability in mind to accommodate current and future products.
Automation and Technology
Assess current tools, workflows and process to identify improvements to drive more use and traction.
Identify opportunities to integrate new automation tools, collaborate with IT and product teams to implement tools that enhances service delivery and reduce manual effort.
Lead the consistent adoption and optimization of vytelle.io to enhance customer experience across all product lines.
Lead Qualification and Handoff
Integrate customer service with sales and marketing efforts to identify, qualify, and pass high-quality leads to the sales team.
Implement systems for tracking and nurturing leads that come through customer interactions in HubSpot.
Train customer service teams to identify upselling or cross-selling opportunities during interactions.
Contracting and Warranties:
Support the customer contract management process by ensuring contracts and service agreements are properly categorized, referenced and deployed when required Lead efforts to ensure clear communication and management of warranty claims, resolving customer concerns related to product or service defects.
Billing and Financial Accuracy:
Collaborate with finance team to ensure accurate invoicing, timely payments, and resolution of billing disputes.
Monitor billing workflows and processes to ensure they align with company standards and customer expectations.
Team Leadership and Development:
Lead and mentor a team of customer service professionals, fostering a culture of accountability, performance excellence and continuous improvement.
Build a team culture focused on leading a global customer experience proactively driven to retain and increase new customers, deliver repeat users and expand enterprise technology use, rather than one focused on reactive problem resolution.
Provide ongoing coaching and development opportunities to team members to improve skills, knowledge and customer interactions.
Metrics and Reporting:
Develop and monitor key performance indicators (KPIs) for the customer service team.
Report regularly on departmental performance to senior leadership, highlighting successes and areas for improvement.
Cross-Functional Collaboration:
Work closely with other departments, including sales, product and operations to align customer service strategies with overall business goals.
Act as a liaison between customers and internal teams to ensure feedback is incorporated into product and service improvements.

DELIVERABLES / KPIs

Specifics to be defined based on annual budget.

Meet and exceed Vytelle Global Revenue as defined in Budget

Drive to 90% Customer retention

Issue Resolution time and satisfaction level (different SENSE to ADVANCE)
Warranty Cost Vytelle SENSE

Number of customers converted from one product line to another through customer service consultation

Role Model Behaviors – Change Champion, Strategic, collaboration, process driven, customer centric

Vytelle’s Core Values

Leadership: Inspire and serve and seek the best in each other

Endurance: Pacesetter, takes action and realizes results

Pioneer: Infinitely curious, catalyst and listens for ideas

Love: Contagious passion for customers and our purpose

Count on me: Take accountability, Depend on each other and Adaptable.

Ability to adopt and adhere to Vytelle’s Foundation:

The Common Thread of Integrity, Respect and Trust

VYTELLE WILL:

Champion your growth. At Vytelle, we believe in hands-on learning, mentorship and continuous development through work experiences to help you grow professionally and personally.
Celebrate to succeed. No matter where we are, we work as one team – solving challenges, removing obstacles and delivering results through shared knowledge and commitment.
Celebrate diversity. Our strength lies in the different backgrounds, ideas and perspectives we bring together. Your voice matters and contributes to the bigger picture of sustainable progress.
Reward your impact. We offer competitive total compensation, medical/dental and a suite of voluntary benefits, 401k and opportunities to engage with the agricultural communities we serve.

Skills And Attributes

Leadership: Ability to inspire, guide, and motivate a global team, fostering a high-performance culture.
Customer Experience Management; a deep understanding of customer journey mapping, CS strategy and service design to deliver excellent service and create long-lasting customer relationships.
Proven experience in managing customer service ticketing systems, SOP development and process improvement.
Change management: Experience in leading teams through transformations and technology implementation
Excellent problem-solving ability and track record of successfully resolving complex customer issues.
Familiarity with customer contract management, warranties and billing processes.
Exception communication, interpersonal and conflict-resolution skills.
Adept at setting and acting on longer term vision.
Willingness to work as a team player.
Quality driven
“Figure It Out” skills
Appreciates diversity; an ability to positively resolve issues arising from different cultures.

Experience And Qualifications

Bachelor’s degree in business administration, communication, marketing or related fields, Masters degree preferred.
5 years’ experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment.
3+ years of experience in the agriculture sector required, with a strong preference for background in livestock production, animal health, or agricultural technology. Understanding of the challenges and seasonality of the industry is essential to support our

global customer base effectively.

Deep knowledge of bovine reproduction, IVF procedures and livestock breeding preferred.
Proficient PC skills including internet and Microsoft Oﬃce suite of products.
Proficient in the use and deployment of CRMs ideally HubSpot. Help Desk and Ticketing systems, automation and workflow tools to drive process and automation.

Physical Requirements

This position involves sitting for prolonged periods while working at a computer, attending virtual meetings and engaging in remote communication.

Ability to travel to client locations, farms and trade shows. This may include driving or flying and overnight stays.

Ability to move around farms and livestock facilities, which may include walking on uneven terrain, standing for extended periods and climbing steps.

Ability to work in varying conditions, such as being outdoors, in barns or other agricultural settings with exposure to livestock and potentially loud environments.

Flexibility to work outside standard business hours when visiting farms, attending industry events or responding to urgent client needs.

EQUAL EMPLOYMENT OPPORTUNITY POLICY

Vytelle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Vytelle

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