Client Experience Manager

September 7

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Reinventing shopping for petite women

Personal Styling • Direct to Consumer • eCommerce • Retail • Apparel

51 - 200

Description

• Leading and inspiring a team of 5-10 associates working both in-office and remotely • Training, developing and supervising associates answering communications from clients seeking assistance and guidance during their petite styling journey • Providing coaching and taking corrective action to manage performance and drive consistency among team members to ensure on-brand communication and top tier service • User Interviews: Facilitate regular interviews with users to collect feedback and insights to better serve our audience • CX Operations: Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly • Data Analytics: Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the “why” of what happens • Effectively and efficiently build out CX team with quality candidates to keep up with growing startup needs • Retaining clients through prompt and courteous service, always keeping client satisfaction top of mind

Requirements

• 3+ years of experience in a Customer Care Manager or Client Experience Lead role or other equivalent work experience • Experience with having managed a team of 3 associates or more • Ability to work in our SF office in Mission Bay • Strong problem-solving skills with the ability to think analytically while working in a fast-paced startup environment • Expert in navigating, utilizing, and teaching various platforms including Front, Zendesk, Airtable, and Stripe • Entrepreneurial mindset: You must be comfortable and confident leading a small team where your ideas and efforts will have a direct impact on company processes • Expertise in verbal and written communication with internal and external stakeholders • Previous experience working in ecommerce or a tech startup is a plus • Must be able to wear many hats with a hands-on, ready to go attitude • Must be flexible and accept change readily with a driven and positive mindset • Eager to learn and excited to help build a company from the ground up • Able to translate client experience communications into recommendations and actionable items

Benefits

• Medical, dental and vision benefits • Company meals & events • Professional development resources • Opportunity to work with a dedicated and experienced founding team • Opportunity to progress rapidly through your career