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Form of workJob Description
Deako customer support is amazing, and we want to ensure we continue to deliver incredible support as we grow. Metrics and process will be instrumental to scale the team, so you need to be comfortable with data collection, curation and analysis. You'll be managing our current two person support team and expanding the team; metrics you develop and monitor will be key to keeping the team's expansion matched with our support volume. This position requires physical presence at our HQ office in the University District of Seattle, WA on a regular basis.
Customer Support team at DeakoThe customer support team is a small but mighty group of smart, dedicated people. We strive to make our customers happy and deliver fast, personable, knowledgeable support while bringing insights back into the organization to drive improvements.
What we're looking forResponsibilities- Takes ownership of team's operational performance, analyzes support team data, prepares reports, and identifies and implements process improvements to ensure most efficient use of resources
- Formulating and revising customer support norms
- Assessing support statistics and preparing detailed reports on the findings
- Hires, onboards, and ensures all team members are properly trained
- Delivering performance evaluations and candid feedback
- Operate as the Customer Support expert and be able to handle escalated customer concerns
Must Haves
- Demonstrated technical and communication aptitudes
- Strength in managing on site and remote employees
- Advanced analytical skills; ability to gather data and structure it in a meaningful way for analysis and modeling, create reports, and influence decision making
- Excellent written and verbal communication skills
- Self-starter attitude with the ability to work independently, multitask, and adapt to changing priorities
- Results and detail-oriented, with strong commercial/business acumen
- Enthusiasm, a sense of humor, and strong interpersonal skills
- 2+ years of experience as a CS manager
- Manufacturing industry experience
- Experience building a team
- CRM administrator experience (Help Scout, HubSpot, Aircall experience a plus)
- Experience establishing a training process
- Experience with residential wiring (installing light switches)
- Working understanding of electricity
At Deako Lighting, we are delivering a revolutionary plug-n-play lighting system that empowers homeowners to easily personalize their lighting. Thanks to our easy-to-use design, homeowners are able to change out a light switch in 15 seconds without any tools, calling an electrician, or even turning off a breaker! Putting a motion sensor switch in the laundry room or a smart dimmer in the family room for a movie-time scene has never been easier.
We've built a company based on trust where forming personal relationships is key to our success. You will thrive in this fast-paced environment if you are a self-starter who loves creative problem-solving and has strong communication skills. As a maturing startup, there are a lot of moving parts!
Core ValuesSMART Generate new ideas, quickly understand difficult concepts and have a thirst for learning.
FOCUSED When we are at work, we are focused, and working on the most important things. No one should have to work more than 40 hours a week regularly. We value work/life balance.
TRANSPARENT We share the good and the bad. Innovation happens while solving problems, and others can help if we know about problems early.
BEST IDEAS WIN Great ideas win, regardless of where they come from. Not based on company hierarchy.
CHALLENGE RESPECTFULLY Listen first with the mindset of learning something you don't know. Ideas don't get better if they aren't challenged, so we challenge respectfully.
TEAM FIRST We respect the contribution that different perspectives can bring to a problem. We create an environment that benefits from the speed of trust.
Compensation and benefits- Salary Range 80-100k
- Stock options - we know that every employee plays a role in Deako's success and recognize that in your remuneration
- Hybrid work environment (Tues/Friday Remote - M/W/Th in Office)
- Untracked PTO
- Medical/Dental/Vision/Life/401K
- A team of collaborative, motivated individuals who appreciate a challenge and are eager to work together to create great experiences both internally and externally.
