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IndustryE-commerce
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Customer Experience Manager (Well Funded, Disruptive, eCommerce Startup)

at Harry's in New York, NY   —   Mar 31, 2014   |  
Overview
We’re a well-funded startup preparing to disrupt a very large consumer products market. We’re launching our own brand online in the early part of 2013 that will marry extraordinarily high quality product with exceptional customer service and an innovative distribution model.

We’re seeking a passionate and brilliant Customer Experience Manager to ensure that every one of our customers has an incredible experience with us. You will love our customers and treat every one of them with the utmost empathy, compassion and respect. You will help to design and manage our entire customer service infrastructure: from developing phone, email, and order fulfillment workflows, to building and training an unparalleled team around you, to measuring performance and continuously looking for ways to improve customer experience. Your passion for delighting customers will set the standard for our company.

You will work directly with the founders in a fast-paced, challenging, fun environment, and your work will directly impact our entire organization and every one of our customers. You will have a significant imprint on the company and be integral to our success.
Responsibilities
Define and own the entire customer experience: You will build lasting relationships with customers from the moment they learn about us to their 100th order many years from now.
Lead from the front lines: Answer phones, return emails, approve orders, and manage returns. You will do it all to start and you will lead by example.
Develop and script customer service processes and guidelines: These are living documents that you will continuously improve over time.
Participate in selecting and implementing key systems: Phone, email and CRM platforms. You will be an expert at how everything works.
Interface with key distribution partners: You are the person they will call when they need help.
Build an amazing team: Hire, train and manage customer service associates. Enable them to delight customers and help them to work well together.
Measure customer service performance and drive continual improvement.
Experience
You are a college grad with 3+ years work experience in a customer-facing role or customer-focused organization
You have experience managing others (colleagues, partners etc.) in a fast-paced professional setting
Experience in e-commerce - understanding order flows, email and phone systems, and processes - is a definite plus that will help you to hit the ground running
Skills
Values and Beliefs: You are outgoing, humble, compassionate and charismatic. You love making people happy. You enjoy interacting with people and are fascinated by their journeys. You love learning about and quickly mastering new things. You’re highly organized and detailed oriented. You believe that service can be tested, measured and always improved. You embrace structure and documentation but know that nothing can replace the human touch. You are analytical with a tolerance for ambiguity and have an ability to make thoughtful decisions with imperfect information. You love to work in small teams and are dedicated to professional development – both for yourself and for those you work with. You wake up every day excited to make someone else’s day a little better. You are passionate about building a company and brand from the ground up!
Compensation
Competitive startup compensation + benefits
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