Customer Experience Manager

Nihao! Bonjour! Olá! We’re Universal Yums, and our mission is to open minds, one mouth at a time. How do we do it? By delivering unique, curated food experiences right to your doorstep. Our flagship product is an international snack subscription box that has been enjoyed by millions of happy customers since our launch in 2014. Now, we’re cooking up a smorgasbord of new products to fuel our growth plans. In this role, you have the opportunity to join our team from anywhere as a full-time remote employee!

We’re looking for a detail-oriented, customer-focused Customer Experience Manager to join our Customer Experience team, which is responsible for providing exceptional support to our customers through friendly, helpful, and efficient resolution through email, live chat, and social media messages.

A taste of the Customer Experience Manager role:

• Manage a remote team of customer support specialists. Own all aspects of training, monitoring performance KPIs, and performance management at the individual level.

• Be a strong customer advocate! Identify patterns or new trends in support tickets to make recommendations that improve the Customer Experience.

• Provide consolidated customer feedback and verbatims that provide actionable and clear insights to the relevant teams.

• Develop processes for escalating certain issues to other departments, including both critical (e.g. food safety) and non-critical (e.g. typo in ad copy) queues for issues, improvements, or suggestions to various departments in the business.

• Identify, implement, and update policies and training on the team to adapt to new lines of business and changes to the existing business.

• Routinely review the website and FAQs to ensure the information remains accurate and up to date.

• Identify opportunities to improve the team’s efficiency in responding to customer inquiries through web development or other technology, and create feature requests to define opportunities for improvement.

• Implement automations that help improve the speed, quality, and consistency of support ticket responses.

• Successfully lead the customer service team through the peak season by executing a plan for temporarily increasing the team’s capacity.

What you’ll bring to the table:

• 4+ years of experience in digital Customer Service / Support / Experience.

• 2+ years of direct people management experience.

• Strong technical skills in quickly learning and navigating software applications.

• Strong people management skills.

• Strong written communication skills.

• Experience at a DTC ecommerce company is a plus.

• Experience with ZenDesk is a plus.

The sweet perks we offer you:

• A constantly-improving, food-loving workplace

• Company and team get together 2x per year

• Competitive compensation and above-market raise potential

• Excellent medical and ancillary benefits

• Parental Leave plan for all parents

• Free international vacation after 5 years

• A free monthly Yum Yum Box subscription

• 100% remote work capability