Customer Happiness Manager
Nathan James is looking for a Customer Happiness Manager to join our growing team and lead the division that provides world class customer service to our Retail Channel Partners and consumers who buy from us directly.
People-first company, design-first home.
We are a design-first, home furnishing company focusing on the habits of urban dwellers and first time home buyers. We pride ourselves on the best in class customer happiness, providing the highest possible quality products that are affordable for the majority and assembly that isn't dreadful.
As a people-first company, we understood from day one the importance of being fully distributed. We encourage everyone to work in whichever manner that helps them perform their best.
You’ll be responsible for leading, growing and coaching the Customer Happiness Division and building up strong Group Leads. This division provides customer service to two distinct customer types: B2B Retail Accounts like Amazon and Wayfair and end consumers who buy from us directly through our website. Additionally, the Customer Happiness Division is responsible for executing against our Influencer strategy during every new product launch.
Once up to speed, the Customer Happiness Manager will spend a significant portion of their time working on high impact projects that enhance customer experience, streamline interdivisional communication via self-service tools and automation, support short term strategy, manage capacity planning and make staffing decisions. The remainder of your time will be spent in troubleshooting day-to-day concerns, coaching the team’s Group Leads, auditing your division’s performance relative to KPIs and SOP’s, and analyzing data to provide monthly insight to senior leadership regarding areas to improve and performance relative to KPI’s.
The majority of our business today comes through our Retail channel partners where our processes have been well defined. You will ensure that these procedures are being followed and you will continue to evolve them, as needed, to support the needs of our business and that of our Retail customers. However, over the next 18 months we will be making significant investments in building out our Direct-to-Consumer sales strategy. The Customer Happiness Manager will play a critical part in defining how we will deliver world class customer experiences to consumers, the roles we need to hire, the procedures and process that govern this channel, the KPI’s that will guide and measure our performance and any technologies that we will employ to deliver world class customer service.
We have a rhythm to our work and a very low turnover rate — we have yet to have a single team member opt out. Your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values and goals.
We’re ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career. Our values, workplace and our benefits are designed to support a sustainable, healthy relationship with your work. Ourprovide the framework we use in building a healthy, resilient organization.
You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to work with good people. You can expect to be counted on. You can expect to do your best work and build a career here.
You are passionate about customer experience and understand the impact that each customer interaction has on a brand and it’s long term success. You are analytical by nature and can balance quantitative analysis and critical business thinking with effective communication to stakeholders. You are tenacious in developing new ideas and unafraid to challenge the status quo by presenting a data-driven, customer-first approach to your recommendations.
You have experience working with one or more CS software apps like Freshdesk, Zendesk or SalesForce.com. You are skilled at using reporting tools such as Excel and Airtable to identify trends, spot problems and surface up opportunities. You have a track record of success identifying issues before they become problems, developing solutions, and executing on projects that resolve the issues and complete them on time.
You are experienced in and have previously executed Net Promoter Score (NPS) surveys and can identify areas of service that, if resolved, can positively impact this score.
You have 3+ years of experience managing a customer support team in an eCommerce organization or division. Since we are a fully distributed, global company, it is preferable that you have previous experience managing or supervising a remote team with scheduling responsibilities across multiple time zones.
For this role we do require that your normal workday has at least 4 hours overlap with the East Coast workday (currently UTC-5) without impinging on your personal/family life.
This is a remote role, since we are a remote company! You’re free to work where you work best, anywhere in the world: home office, coworking space, coffee shops or in Montreal. While we currently have an office in Montreal, you should be comfortable working remotely—most of the company does! That hinges on effective writing, self-discipline, and comfort with open communication.
Our benefits are all aimed at supporting a life well lived both at work and away from work.
We’re all about reasonable working hours, sharing, ample vacation time, wellness, education, comfort, and giving back. We offer competitive salaries, for a similar role in the country you will be working from.
Please submit an applicationthat speaks directly to this position. There are no right answers or cookie-cutter expectations. A cover letter is not required, but those that clearly demonstrate how Nathan James would be a great fit for you and how you would be a great fit for us, will be given full attention and are highly appreciated.
We’re accepting applications until October 14th, 2020. We expect to take two weeks to review all applications.
You’ll hear from us about advancement to a work sample review. You’ll get a chance to see the types of challenges you would be solving in this role. Then on to an interview. Our interviews are one hour, all remote by Whereby video chat (no software needed), with your future colleagues, on your schedule.
We aim to make an offer by early December with a start date in mid December.
We appreciate your consideration into having Nathan James be part of your career. Our open conversation starts with this post. We look forward to hearing from you. Check us out on LinkedIn!