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🤖 Closed by robot after apply link errored w/ code 200 2 years ago
\nAs a key leader on the Customer Experience (CX) team you will be responsible for leading our front-line customer experience teams and ensuring that every service interaction we provide is exceptional. We want to win awards for our customer service, and if you are excited by the opportunity to make that happen, we want to hear from you! \n\nWorking closely with your co-manager(s) to achieve our department goals, you will have direct responsibility for developing and managing a team of 6 - 8 high performing supervisors - with 60-80 representatives - in an environment where people want to work. You will achieve success in this role by utilizing effective performance management and developing the talent of your team, with strong focus on QA, Customer Service, accountability, and career development. \n\nResponsibilities \n\n\nDeliver best-in-class customer service across all channels, in-house and via our outsourced partner \n\nQuickly become a Subject Matter expert in our various products and processes. \n\nAccountable for the success of 6-8 hims and hers contact center teams (up to 80 reps), including all performance of your team.\n\nLead through layers - ability to drive results through our supervisor team \n\nDevelop, manage, coach, and support a team of supervisors. \n\nManage large programs/projects within the CX department\n\nContribute to strategic planning for the CX department\n\nAnalyze data to set clear objectives/goals and support the team in achieving those goals\n\nConnect your teams to larger company goals and objectives\n\nIdentify and drive continuous improvement in the level of service provided to our customers on multiple service channels\n\nDevelop an extensive knowledge of processes to identify and triage the impact of new tools, bug issues, marketing promotions, merchandising issues, and shipper and carrier anomalies\n\nContribute to requirements, development and feedback related to Product and Engineering deliverables\n\n\n\n\nQualifications \n\n\nBachelor’s degree preferred, or equivalent experience \n\nDemonstrated experience managing growing teams in a contact center environment\n\n3+ years of DTC customer service experience\n\n2+ years of experience leading first-level leaders\n\nExperience working with and effectively managing BPO partners preferred \n\nExceptional interpersonal and communication skills across all channels are required\n\nStrong planning, organizational and time management skills with demonstrated ability to manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment\n\nHigh attention to detail & quality\n\nExperience in and passion for a building in a “roll-up your sleeves and make-things-happen” environment\n\nExtensive experience with email, phone, and chat support channels\n\nExperience with and thorough knowledge of Zendesk preferred \n\nDemonstrated ability to lead, coach, develop, motivate and teams remotely\n\nStrong analytical and problem solving capabilities\n\nAbility to manage time effectively in an unstructured environment\n\nExperience effectively managing 24/7 teams\n\nStrong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager\n\nWillingness to travel to attend team meetings and conduct trainings on a regular basis, as conditions related to Covid allow\n\n\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Cloud, Microsoft, Sales, Engineer, Developer, Senior, Digital Nomad, Education, Marketing, Excel, Legal, DevOps, Design, Accounting, Video and Travel jobs that are similar:\n\n
$70,000 — $115,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nSan Francisco, California, United States
# How do you apply?\n\nThis job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.
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