Director, Product Design and UX Research
Bonterra
Manager of Customer Success
ALSO.
full-time
Posted on:
Origin: • 🇺🇸 United States • Washington
Visit company websiteSalary
💰 $140,000 - $190,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage inbound customer communications, answering questions about products and orders in a timely and accurate manner that achieves customer satisfaction.
- Create publishable help content, enabling customers to self serve on common questions.
- Develop chatbots that meet the customer where they are at.
- Own the coordination and communication of terms and conditions as well as return policies.
- Collaborate closely with service operations to ensure the customer success function provides sound technical support to customers and to ensure service ops understands customer needs.
- Collaborate closely with Ecommerce and Store sales partners, to ensure sales activity is supported with a world class post purchase experience.
- Collaborate closely with order fulfillment to ensure orders are fulfilled as expected with satisfactory tracking and communication.
- Develop VOC feedback loops that allow stakeholders across the organization to understand customer needs.
- Partner with Ecommerce to manage on-domain UGC, including ratings, reviews, and Q&A.
Requirements
- 5-10 years of experience leading customer success teams in a retail store or Ecommerce environment.
- 5+ years experience using operational insights to enhance customer shopping journeys.
- Demonstrated experience leading change in service to the customer at all levels of a commercial organization.
- Experience with CX platforms preferred.
- Experience with UGC or community management preferred.
- Experience supporting technical consumer goods preferred.
- Ability to work out of a Seattle location.
