Manager of Customer Experience for a Travel E-Commerce Company (Remote Job)
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Our collections, which are made from repurposed materials and high-quality hardware, assist people in keeping track of all of their life’s journeys, experiences, and particular hobbies. We give lunch to a child in need for every order we get. We’ve served over 125k customers, given over 125k meals, and have a promising future of new goods and expansion.
We’re searching for a Customer Experience Manager to join our team and help us create a fun, proactive, and memorable customer service department. You’ve come to the perfect location if you want to make an impact on the world!
You get along with almost everyone and want to make a profession out of surprise and delighting people EVERYDAY LONG.
You’re a jack-of-all-trades who enjoys getting your hands dirty in every aspect of the business and is obsessed with customer satisfaction and community building.
You’re as at ease addressing daily customer tickets as you are conducting a voice of the customer process with corporate executives.
You create, encourage, and inspire a world-class customer experience while putting in place the required operational needs, procedures, KPIs, training, and technology.
You’re itching to tackle a massive idea with a fun and supportive team – a team with whom you’ll become so close that receiving an invitation to their wedding is a no-brainer.
You want to continually improve both personally and professionally, to the point that your personality and skill set are unrecognizable year after year.
And you’ve been seeking for that profound sense of purpose, contribution, and thankfulness in your work for a long time.
Manager of Customer Experience for a Travel E-Commerce Company (Remote Job) Responsibilities
The following are some of the areas of work that will be covered, but they are by no means exhaustive:
- Ensure that our clients receive a world-class experience across several channels on a consistent basis. Email, live chat, phone, reviews, and social & online community moderating are some of the channels available (FB, IG, TikTok, FB Group)
- Serve as the customer’s voice throughout the organization, reporting concerns, trends, and analytics to the rest of the team.
- Work with Marketing to improve profitability by collaborating and delivering new income sources.
- Provide organizations with demonstrable value while satisfying customer success KPIs.
- Work closely with leadership to remain ahead of company development, ensuring that we are well-positioned for success and exceeding our customers’ expectations.
- Increase sales by providing world-class service and thoughtful upselling.
- Identify opportunities for best practice documentation or process improvements in our operations to develop, improve, and sustain processes.
- Develop, build, and implement a world-class experience for our Facebook group in order to foster a fun, instructive, and engaging environment. For example, making members feel seen and heard, having weekly quizzes, and syndicating important information are all examples of how to make members feel seen and heard.
- Assist with social media administration and moderating for the Brand Manager.
New CS personnel are trained, their growth is supported, and their performance is monitored. - Ascertain that the team has the necessary tools and software to complete the task.
Within the department, create, promote, and maintain a strong and positive team atmosphere. - Stay informed about new developments in the CX arena by reading books, taking courses, participating in CX groups, and subscribing to email lists.
- Ensure that all training materials are current and comprehensive.
Ensure that quality, consistency, and efficiency are maintained.
Job Description
What skills do you need to excel in in order to accomplish this job well?
- 1-3 years of DTC customer service experience, including email, live chat, phone, social media, and online communities
- Excellent EQ and empathy for customers, as well as the ability to anticipate consumer requirements both on tickets and in larger CX planning.
- Familiarity with the majority of our technology stack, including but not limited to Shopify, Re: amaze, Klaviyo, JustCall, Postscript, Google Sheets, Slack, and Judge, myself.
- You have exceptional interpersonal and communication abilities with both consumers and your coworkers.
- You enjoy taking initiative and taking calculated chances, and you’ll cheerfully fall flat on your face from time to time before getting back up and trying again.
- You have strong problem-solving and analytical abilities, as well as a track record of devising plans and tactics to close performance gaps and exploit opportunities.
Job Expectations
How will we be able to determine whether you’re doing a fantastic job? What will be the outcomes? What will we have accomplished as a result of our efforts? What will the sensation be like?
- You will have learnt the ins and outs of managing the customer experience department and delivering an exceptional experience for our Facebook group in less than a month.
- You’ve organized a monthly meeting with team leaders to discuss challenges and trends, as well as methods to boost business sales.
- KPIs for the department are regularly at or above target: Satisfaction >4.5, Quality Assurance >85%
- Appropriate departmental personnel levels are established, maintained, and trained for an email first response time of less than 12 hours. The average response time for live chat is 30 seconds.
- You manage numerous channels (email, live chat, phone, reviews, Facebook group, and social moderation) and see them all as active cash generators, with agents averaging more than $5,000 in monthly earnings.
- We will have generated a “Magical Moment” for a client at least twice every month. Send flowers to a sick customer in the hospital; order dinner for a tense mom who snapped at you and then apologized because “life’s been tough as a single mom,” gift a free collection to someone who’s going through a rough patch; send a care basket to a new mom…you get creative, you WOW customers, and you empower your team to do the same.
DETAILS OF THE POSITION
- Full-time Full-time Full-time Full-time Full-time Full-time Full-time
- Remote location
- Salary Range: To Be Determined
- 9 a.m. to 5:30 p.m. PST (40+ hours each week). The ideal candidate for this role will enjoy assisting our clients during special events and holidays.
Benefits include 10 vacation days, 5 holidays, a 401(k) with a matching contribution, 100 percent covered medical and dental insurance, a stipend for continuing CX education, birthday, anniversary, and quarterly bonding events, and 8 weeks paid parental leave.
Gender, religion, skin color, who you love, whether or not you enjoy pineapple on your pizza. We want to hear from you if you’re clever, good at your work, and want to use your out-of-this-world customer service skills to make the world a better place.
- Full-time position
- Pay ranges from $20.00 to $35.00 per hour.
Benefits:
- Dental insurance 401(k)
- Employee discounts are available.
- Adaptable schedule
- Health-care coverage
- Paid vacation
- You can work from home.
- Schedule:
Workdays: Mondays through Fridays
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