Rhoback is looking for an experienced Senior Customer Experience Manager to join our team.
The Senior Customer Experience Manager should have best-in-class experience leading and executing CX initiatives that align with and build on Rhoback's best-in-class customer satisfaction standards. This role will also be responsible for managing, training, and developing a team of CX personnel that is growing rapidly. The CX Manager should have excellent skills in leading this team to hit departmental goals. Further, this position will serve as a voice of the brand and their efforts will be instrumental in providing the Rhoback community of customers with the best service possible.
This role will be based, in person, in Charlottesville, VA and will start as soon as possible. This individual will be reporting directly to the cofounder.
Position Responsibilities:
The responsibilities of the Senior Customer Experience Manager include, but are not limited to the following:
Create a Best-In-Class Customer Experience
Deliver best-in-class communication and experience, ensuring customer outreach is consistent across all channels and audiences are provided with appropriate and informative information in a timely manner
Oversee fraud, chargeback, and otherwise risk-indicating behavior mitigation processes
Define and implement escalation processes for applicable customer inquiries
Ensure all publicized customer service channels are accurate and clear
Work with social media and brand teams to ensure communication is consistent and on-brand
Use automation where possible to ensure customers receive prompt, positive, and consistent solutions
Lead and Develop a Customer Experience Team
Manage, develop, and oversee customer experience teams, both inhouse and contracted
Cultivate and lead a high-performing, consumer-oriented teams
Improve CX Team's skills and workflows to maximize customer satisfaction and operational effectiveness
Own, update, improve and automate (where possible) the processes for the customer experience teams; develop policies and procedures aligned with the customer engagement vision and strategy
Analyzing Customer Insights for Continuous Improvement / Support Strategic Growth as Channels Expand
Monitor CX dashboards, analyze and report on performance of key platforms and vendors
Execute reporting on customer queries, including ideas to address key issues and reduce ticket volume
Utilize & compile data and insights on performance and report to founders
Manage and improve customer experience metrics including contact volume, contact patterns and resolution outcomes to ensure service level objectives are met
Track, analyze, and recommend improvements to the customer journey
Partner with stakeholders across the business on product releases, digital campaigns, launches, promotions, updates and troubleshooting
Collaborate with Website Team to drive efficiencies in the customer interface and on-site experience
Collaborate with Product Teams to communicate any product deficiencies and regularly pull data on Returns/Exchanges and present analysis to broader team
Support the founders in establishing strategic direction and determining the model for overall brand support in key markets and new extensions of the Rhoback community
Requirements:
7+ years of customer service experience in DTC e-commerce space
3+ years of management experience in customer service space
Shopify Plus experience mandatory
Gorgias experience preferred
NetSuite experience preferred
Analytical and quantitative with acute attention to detail
Exceptional multitasking skills
Proficiency in Microsoft Excel and understanding large quantities of data
Self-starter work ethic with a desire to make a positive impact
Excellent internal and external communication skills
Propensity to go above and beyond and think outside the box
Openness to change and new ways of solving problems
No-task-too-small attitude
Trustworthy and full of integrity
Company Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.