Customer Service Manager

Summary

Join Willie's Remedy+, a rapidly growing THC-infused beverage brand, as their Customer Service Manager. Lead the creation of exceptional customer relationships, transforming first-time buyers into loyal fans. This impactful role demands operational excellence and customer-centricity, managing customer service operations and developing retention programs. You will oversee all customer touchpoints, service operations, and retention initiatives, ensuring exceptional experiences throughout the customer journey. The position involves managing a team, optimizing CX strategies, and collaborating with cross-functional teams. Success requires strong communication, analytical, and problem-solving skills.

Requirements

• Must be 21 years of age or older at the time of application
• Lives in US - (Southern, CA preferred)
• 2+ years in Customer Service for a high-volume DTC brand
• Fluent in at least one CX platform (Gorgias, Zendesk, Richpanel, etc.)
• Experience managing a team (2+) of customer service agents
• Impeccable communication and writing skills
• Empathy and ability to always put the customer first
• A drive to offer the best possible customer experience, who is always trying to win back customers
• Goal-oriented and able to analyze not just the qualitative aspect of CX, but the quantitative

Responsibilities

• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building Willie’s fanbase
• Manage and lead a team of 7-10 agency reps who respond to customer inquiries via email, phone, and social media
• Manage CX platform (Richpanel)
• Create and update CX team macros
• Monitor and own CX metrics: CSAT, First Response Time, Resolution Time, etc
• Collaborate with cross-functional teams, such as marketing, web, email, sales, operations, shipping carriers, and the customer service team, to align customer experience efforts with business goals and objectives and troubleshoot issues
• Proactively identify CX issues and work with Marketing and Operations teams to mitigate their impact on customers
• Handle high-priority or high-touch tickets personally
• Continually update knowledge base + FAQs to ensure customers have access to the most up-to-date information
• Work with VP Marketing and the Email team to proactively reach out to customers about upcoming and current CX issues via email and other channels
• Be responsible for a “surprise and delight” monthly budget to wow customers
• Work closely with the VP of Marketing to create and execute a retention strategy and loyalty programs
• Manage customer subscription platform (Recharge)
• Assist with customer winback campaigns

Preferred Qualifications

• Experience managing customer subscription platforms (eg Recharge)
• Desire to work in a fast-paced, fast-growing company

Benefits

• Full Time, Salaried ($70,000.00-$80,000.00), Exempt
• Unlimited Paid Time Off
• Healthcare Benefits; up to 90% contribution for employees and 25% for dependent medical
• Voluntary vision, dental, and accidental plans offered
• 401k with up to 4% company match
• 12 weeks paid Equal Parental Leave, $500 Baby Bonding Bucks, and sustainable baby gift
• Booch, Spirit, Beer, and Soft Good Perks