Director Of Customer Experience

About Surely

Surely started as a project between friends to give people a sophisticated choice when they wanted to make the decision to not drink alcohol - whatever the reason. Our vision is to create the best of both worlds - craft great tasting wines that don’t compromise your health. We work with a talented team of winemakers and source our grapes from premium California regions.The end result is a beautifully balanced wine that fits any lifestyle.

About the role

We’re looking for a customer-obsessed, detail-oriented, systems-focused, wine-loving Head of Customer Experience who can build our customer service program from the ground up, create & delegate effective CX processes, and help craft a world-class customer experience across all the touchpoints of the brand. This is a critical & highly dynamic role where you get to develop & test your customer experience ideas, build new processes, and work cross-functionally with all the departments in the company to create an exceptional customer experience that fosters customer happiness & loyalty.

Requirements

Responsibilities

• Own the design & implementation of our entire customer service program from the ground up, including KPIs, systems and processes.
• On-going management of our customer service program across all channels where customers communicate with us - including but not limited to email, sms, organic social media (comments, DMs, mentions), Facebook group, social media ads, Amazon inbox and Amazon reviews.
• Work cross-functionally with the product & marketing teams to create & update an on-going knowledge base that can preemptively answer customer questions and problems, with the goal of decreasing recurring questions & customer frustration in the CX inbox.
• Manage relationships with third party vendors to learn how to manage third party apps, including but not limited to subscription apps, wholesale apps, and email apps.
• Train & manage a team of customer service virtual assistants to fully cover all the channels where customers communicate with us.
• Prepare the virtual assistants with information about product launches & promotions to ensure we properly take care of customers during promotional periods such as new product launches or Black Friday.
• Track & report on key customer support metrics, including but not limited to NPS and CSAT.
• Work cross-functionally with the operations and marketing teams to design & manage our wholesale program, fully owning the customer experience of our wholesale customers - including but not limited to customer onboarding, expectation management and troubleshooting.
• Support growth efforts to expand the wholesale program: email flows, calling customers, etc.
• Track & report on key wholesale metrics.
• Constantly surface valuable & actionable insights from our customers to the product & marketing teams, with the goal of increasing the quality of our decision making.
• Collaborate with the marketing team on marketing efforts to ensure our messaging & copy are clear and create the best experience for the customer.
• Regularly review our entire customer journey (website, checkout experience, email flows, unboxing experience, etc) to find opportunities for improvement and collaborate with the product & marketing teams to execute on those improvements.
• Lead new projects that elevate our customer experience.

Skills

• Customer obsession - you’re naturally able to put yourself in the customer’s shoes to create the best possible solutions that maximize customer happiness and loyalty.
• Big picture thinking - On top of customer obsession, you’re able to look at the big picture & balance business needs in your implemented solutions.
• Problem solving - You’re able to come up with creative solutions to customer problems on your own.
• Systematization - You’re able to create systems to address recurring questions or problems proactively (before a customer reaches out) and/or reactively with templates & macros.
• Excellent written communication - Your written communication with customers and teammates is clear & helpful.

Experience

• At least one year of experience working at a startup in a customer experience and/or marketing role.
• Knowledgeable about wine.
• Passionate about Surely’s mission to create premium non-alcoholic wine options

Benefits

We offer all employees competitive salary, medical benefits and unlimited vacation in addition to the many natural perks of joining an early-stage startup: impactful projects, high-level exposure, and exciting growth potential. Beyond that, we’re serious about making Surely an amazing place to work.

Here are just a few reasons why you’ll love being part of our team:

• Growth: Joining a fast-moving startup will create outsized opportunities for advancement — and we’re committed to providing high performers with room to grow.
• Autonomy: Autonomy is important. We’ll be there to support you when you need us. But when you don’t, we want you to run the show.
• Access: Our team collaborates closely across functions. You’ll have frequent, direct exposure to leadership and a front-row seat to decision making.
• Fun: We’re excited to come into work every day — and we think you will be, too!