As the company’s Customer Experience Manager, you will be training, mentoring, and managing our future dedicated Customer Experience Specialists and Graphic Design team. You will work closely with our US-Based Manager of Customer Care and Art Director to manage their daily expectations of performance across your team, ensuring quality and consistency.
You will play a pivotal role in the growth of our company, helping define our customer support culture by contributing to our positive organization and fulfilling our company goals to provide the best possible experience for our customers. You will assist your managers to put a Customer Support system in place. Part of this plan is to hire 3 Customer Support Team members and 2 Graphic Designers in the first quarter of 2019 that will report directly to you.
Key Activities
– Oversee Customer Experience related activity through all our communication mediums (chat,email, phone, & social media).
– Gather critical feedback from customer to improve our product, service, and new opportunities for product development
– Conduct and audit reports on all platforms, products, and customer experience and satisfaction statistics
– Mentor and train team members and conducting frequent performance reviews.
– Develop and monitor all Customer Experience related team KPI’s.
– Create and implement new reporting metrics for all platforms and products.
– Creatively acquire >4 star reviews from customers
-Create job posts, interview customer service reps and graphic artists, and hire them
-Identify, visit and pick out a co work space to work out of
Required Qualifications
– Bachelor’s Degree from an accredited university
– Minimum 5 years with proven track record in an upper level Supervisory or Managerial Role, leading a team of 3+
– Fluent in English: written & speaking (minimal accent)
– Full time & ability to work United States (CST) hours
– Excel wizard
– Experience with Zendesk
– Experience in Graphic Design, utilizing Adobe Illustrator (bonus)
To apply, visit this link: https://docs.google.com/forms/d/e/1FAIpQLSd4m64hPCJvMzXDKZsORmrJu6rKPS8cmyBiPAXga1SIhvnohg/viewform
About the Company
We manufacturer metal promotional products including lapel pins, metal business cards and challenge coins. We have a team in the USA and China along with some members in the Philippines. We are a small start-up team that is expanding fast and we are looking for a warm, engaging Customer Service Manager.
If successful, you will be put on a trial period of 1 week (paid) and you will be using Hubstaff to track hours.
Salary payment will be every 2 weeks (the 1st and 15th of the month ) We offer 13th-month pay and other bonuses upon reaching targets/ KPIs. Salary range is $600-$800 US per month.
As a member of our team you can expect:
• A great remote culture and team. You will work with other professionals who are great to work with. We strive to utilize each other’s talents and skills and support each other.
• A life outside of work: 40 hour weeks. We promote work-life balance, no burnout.
• We value your time to do focused work: We have one weekly team meeting and occasionally one-on-one meeting with the Manager as needed. We appreciate and take advantage of the time we have to get in sync, but we also value and respect your time to think and do focused work.
• Expected work hours will be Monday to Friday, 8AM-5PM USA CST time with 30 minute lunch break.
• Must be fully focused and committed with strict exclusivity to the role maintained at all times (no other clients, projects or commitments on the side).
Posted On: October 11, 2018 04:55 UTC
ID: 214424569
Category: Customer Service > Customer Service
Country: United States
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