Customer Experience Manager

August 9

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Koala

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Better furniture experiences, designed with the World in mind.

Bedding • Sleep • Ecommerce • Mattress • Startup

201 - 500

Description

• Manage transactional communication and process flow to ensure customers have a seamless experience from order to delivery and return. • Manage and scale the customer support function, with a willingness to be hands on as we scale the team. • Utilise technology and automation to create a customer-first experience that offers fast and accurate delivery of information to customers without sacrificing on the human experience. • Establish and monitor key performance indicators (KPIs) to track customer satisfaction, service levels, and operational performance, and implement initiatives to drive improvements. • Collaborate with cross functional teams, including Marketing, Sales, Product, and Tech to ensure a seamless and consistent customer journey.

Requirements

• 3+ years in a customer experience role and managing a small team • Awesome at Shopify and Gorgias • An interest in AI and automation • Takes ownership of the role • Thrives in a fast paced environment • High-level of attention to detail • Ability to understand the big picture and prioritize competing considerations • Always thinking two steps ahead • Curious mindset • Passionate about customers and their experiences

Benefits

• Work From Bed (WFB)/Hybrid working - We have an office in LA, but also happy for you to be fully remote and will ensure your home office needs are taken care of! • Generous time off - Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced. • Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam. • Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support. • Competitive 401k matching and private health insurance. • Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. • Short and long-term incentive plans ensure you benefit as Koala succeeds! • Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% and so much more. • All in all, the Koala Kommunity is a great place to hang out and belong to!