Dr. Squatch is hiring a
Customer Experience Associate

Summary

The Customer Experience Associate will be an integral member of Dr. Squatch's team, resolving day-to-day customer service issues, collaborating with cross-functional teams on projects to improve the customer experience, and working directly with outsourced vendor partners. The role is full-time and based in Marina Del Rey, CA.

Requirements

• Bachelor’s degree
• Experience in a high-volume customer service or support environment
• Strong empathy for customers and a passion for providing the best outcomes for both the business and our customers
• Ability to work effectively with multiple stakeholders of different levels across an organization
• Analytical and able to work with large datasets to identify drivers, proactive remedies, and suggest improvements to business processes based off of your analysis
• Has experience in a customer-facing role and developing customer communications
• Familiarity with eCommerce CX Metrics or equivalent business SLAs

Responsibilities

• Escalate reoccurring issues to the appropriate internal departments, assisting in their resolution and documentation in CX Team reports
• Tackle day-to-day escalations with our outsourced vendor customer service partner, collaborating cross-functionally on a solution as needed
• Collaborate regularly with our outsourced customer service vendor to ensure positive outcomes for our customer base and adherence to their KPIs
• Document processes by creating SOPs based on emerging procedures and ensuring older processes are up-to-date with cross-functional needs
• Focus on continuous improvement and revenue growth opportunities within CX through ideating on a variety of complex and engaging projects centered around customer experience enhancements
• Gain expertise on products, product launches, and frequently asked questions around new or proposed product categories
• Assist in developing, evaluating and reporting on key performance metrics to senior leadership
• Take ownership of support visibility efforts within the organization by being our vendor’s biggest hype-person and accountability partner, recognizing and rewarding the team within budget

Preferred Qualifications

• Experience working with eCommerce and CRM platforms such as Shopify, Gorgias, Recharge, and so on
• Experience working in the consumer products industry
• Experience working in a supervisory role with large, structured teams of 30+ individuals or with high-traffic service teams