Warranty And Support Manager

Summary

Join Caraway, a rapidly growing home goods brand, as their Warranty & Support Manager, CX! This fully remote role requires 5+ years of warranty operations experience and 3+ years of people management. You will own and optimize warranty processes, build data-driven insights, and collaborate with cross-functional teams. The ideal candidate is a customer-obsessed problem solver with exceptional communication skills. Caraway offers a competitive salary ($90,000-$110,000), comprehensive benefits including health, dental, vision, unlimited PTO, parental leave, and various stipends. This position is key to enhancing customer experience and optimizing CX technologies and processes.

Requirements

• 5+ years of experience in warranty operations, customer experience, or a similar field
• 3+ years of people management experience
• Excellent understanding of warranty policies, claims processing, and post-purchase customer support in ecommerce and consumer products
• Demonstrated ability to use data and metrics to drive decision-making and process optimization
• Exceptional communication skills, with the ability to collaborate across departments and influence outcomes
• Experience managing and working with outsourced teams, preferably within a BPO environment
• Familiarity with ecommerce platforms, helpdesk tools, and CRM systems (Shopify and Gladly experience preferred)
• Strong problem-solving and organizational skills, with the ability to prioritize and multitask effectively
• A customer-first mindset, with a commitment to building trust and loyalty through thoughtful and efficient support

Responsibilities

• Own, develop, and optimize warranty and support programs, processes, and platforms to align with company goals and deliver seamless customer experiences
• Build data-driven insights to refine warranty policies, enhance customer satisfaction, identify trends and reduce escalations
• Develop and implement tactics, SOPs, and documentation for all Warranty & Support responsibilities to ensure consistency and scalability
• Stay up-to-date on industry best practices and emerging trends in warranty management to continuously improve processes
• Own the optimization, integration, and maintenance of warranty and support platforms and tools to drive efficiency and elevate the customer experience
• Proactively identify and implement system enhancements to improve team efficiency, streamline workflows, and elevate the overall customer experience
• Be a critical driver for adoption and customization of new technologies across customer-facing teams
• Train and upskill CX teams on leveraging Warranty & Support tools and adhering to refined workflows
• Act as the primary escalation point for complex or high-priority warranty cases, providing creative and customer-focused solutions
• Partner with our Knowledge & Training team to craft resources and training materials that empower agents to deliver efficient and thoughtful support
• Collaborate with BPO leadership to identify skill gaps, implement feedback, and ensure agents are equipped to handle warranty-related issues
• Partner with teams like Product Development, Operations, and Quality Assurance to address product challenges and recommend improvements
• Provide insights and opportunities based on warranty-related data to inform product development and improve customer satisfaction
• Monitor and evaluate Warranty & Support performance metrics, such as claim resolution times and customer satisfaction scores, ensuring SLAs are consistently met
• Regularly present recommendations and outcomes to CX management on improving customer service metrics, lifetime value, and retention

Preferred Qualifications

Experience with ERP systems such as Fulfil.io and familiarity with warranty or service contract software

Benefits

• Health, dental, and vision offerings for you and your dependents
• Equity for full time employees
• Unlimited PTO
• 11+ paid holidays
• 3 months Parental leave
• Fully Remote Company
• Company-sponsored monthly wellness stipend
• Company-sponsored monthly coworking stipend
• Pre-tax Commuter and FSA/Dependent Care FSA, and HSA options
• 401(k) plan
• High quality home and kitchen product + swag, F&F discounts