Social Media Customer Service Manager

Since 2014, TréLuxe has provided premium, plant-based, hair care products for the growing curly hair care market, while helping people to embrace their natural beauty. With products now sold in over 35 countries, and in over 2,000 store locations, we are a growing business that has been expanding each year. We are now looking for a dedicated Customer Support Manager who is passionate about providing excellence Customer Service, strategic problem solving, and strong leadership to best service our customers, world-wide.

Our Customer Support Manager will play a crucial role in shaping and enhancing the overall customer journey for current and prospective curly hair customers.

In this hand-on, get-it-done role you are working collaboratively with the company Co-Founders, our Marketing team, and various third-parties to ensure that customer satisfaction, retention, and loyalty are monitored and maximized, to deliver a consistent customer experience across our brand. The successful candidate will have current experience delivering excellent Customer Service, as well as experience managing and leading other team memberswho are responsible for some aspect of Customer Service.

Provide Consultative Customer Service

Curls come with questions! A primary responsibility of this position is to provide high-quality digital curl consultations that lead to increased customer confidence in the products, services, and advice we offer.

• Manage and respond to a high volume of customer inquiries across various platforms (Customer Service email inbox, Facebook, Instagram, etc.)
• Provide guidance, advice, and recommendations on products and styling techniques, to help curly hair customers achieve their desired outcomes
• Help curly hair customers with technical issues related to product orders, including: tracking of shipments, editing orders, canceling orders, and properly understanding the ordering process.
• Input and manage order reshipment requests expeditiously.
• Create, conduct, and manage consumer research initiatives to improve the customer experience
• Manage and address retailer and/distributor inquiries, as outlined in company procedures
• Monitor and escalate suspicious order transactions that violate company policy

Identify, document, and develop the current customer experience

• Identify customer experience best practices in our industry, on an ongoing basis
• Develop ongoing gap analysis to identify variances between our current customer experience and industry best practices
• Develop a customer experience roadmap that addresses identified gaps, and can be updated as needed to achieve company goal

Spearhead a culture of customer advocacy within our company, driving a customer-centric mindset

• Manage daily workflow within the Customer Service department
• Create and track Customer Service goals
• Supervise a small team of Customer Service specialists
• Hire and onboard new Customer Service employees
• Provide monthly share-outs with team members and stakeholders

Planning & Strategy

Women across the world are embracing their curly hair by learning how to care for their tresses, understanding how products work, and giving new products a try. Knowing what is (and is not) being asked by customers, and understanding the question behind the question, are necessary to meet customer needs along their curl journey.

• Develop, manage, and implement SOPs that lead to better Customer Service, and improve efficiency in Customer Service delivery
• Review current Customer Service tools, applications, and platforms, to recommend and implement internal guidance to improve the customer experience, and maximize usage of these platforms.
• Track and analyze customer tickets on a monthly basis
• Utilize customer feedback, surveys, and data analytics to make data-driven decisions to improve the customer experience
• Develop, establish, and present monthly reports to company executives
• Participate in weekly, monthly, and quarterly strategy and planning meetings

Provide Training & Development

Rapid learning through the fast works approach is critical to exceeding the expectations of our customers and building a company that stays forward moving, turning losses into learnings as we grow.

• Develop training recommendations to enhance the Customer Service skills of our team, and present recommendations to company owners..
• Lead monthly training meetings with internal departments to communicate Customer Service best practices, and changes to policies and/or procedures
• Develop and manage internal guidelines for efficiency and consistency in the Customer Service journey

Experience Required

• Associates degree in business, marketing, communications or a related field. Bachelor’s degree preferred
• 5+ years of proven, quantifiable experience in key areas of:
• 2+ years in a Customer Service leadership role or a project management role across multiple projects
• 3+ years experience providing Customer Service(e-commerce is a plus)
• 1+ year experience consulting people with curly hair about their hair care needs
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Proficiency in using customer experience and data management software and tools
• Strong leadership and team management skills

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekends as needed

Application Question(s):

• Do you have at least 2 full years of experience consulting someone regarding their hair care needs?

Education:

• Bachelor's (Required)

Work Location: In person