Customer Experience Sr. Manager

Position Overview:

We are seeking a take charge and results-oriented Customer Experience Senior Manager to lead our customer service operations. Your goal is to enhance the Customer Experience, influence product improvements, and ensure seamless customer transitions from onboarding to support. The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations.

Customer Service Leadership:

• Oversee and lead a team of customer service representatives to provide exceptional support to individual and business customers.
• Oversee that our customers' needs are met by hiring adequate staff and staffing the peak hours accordingly.
• Establish and maintain positive relationships with key customers, acting as the primary point of contact for escalated issues and concerns.
• Improve production levels of phone, email, chat and social media responses through recurring meetings and huddles to communicate critical business updates and drive team member productivity.
• Continuously assess customer relations processes and propose improvements to enhance efficiency and Customer Experience.
• Oversee the management of the Gorgias platform and ongoing optimizations for continued usage and improvements within its capabilities.
• Gather feedback from customers and analyze market trends to identify opportunities for product improvement and customer satisfaction enhancements.
• Monitor and ensure the team meets service level agreements, customer service goals, and timelines.
• Develop and implement key performance indicators (KPIs) for customer service representatives and regularly analyze their performance to identify and address areas for improvement.
• Provide active coaching and training to representatives to help them develop their skills and knowledge and to overcome any weaknesses.
• Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency and customer satisfaction.

What You Need

• 7+ years of customer service management experience
• Experience with Shopify is a plus
• Experience with Gorgias
• Bachelor’s Degree required or equivalent experience
• Strong communication and project management skills required
• Ability to handle a variety of tasks and can work independently
• Someone who thrives with minimal supervision, and is capable of navigating complex challenges
• Ability to make decisive, impactful decisions and push the team in that direction

Benefits:

• In-person is preferred, but remote will be considered for this position
• Salary is commensurate with experience.
• PTO
• Medical, dental, and vision insurance
• 401K with matching

BEFORE APPLYING
We want to understand the skills and experiences that make you the perfect fit for this role and FiftyFlowers.com. We’re passionate about creating an atmosphere of growth and development. We’re also looking for self-starters who can hit the ground running, so make sure to apply for this position if you feel you can thrive!

Click the link below to take the Culture Index Survey:

https://surveys.cultureindex.com/s/GPv2dcDkDX/61654

We use the Culture Index Survey to screen candidates for our corporate culture compatibility in this role.

FiftyFlowers is an equal-opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote