Senior Customer Experience Manager

1 week ago

Charlottesville, United States Rhoback Full time

Rhoback is looking for an experienced Senior Customer Experience Manager to join our team.


The Senior Customer Experience Manager should have best-in-class experience leading and executing CX initiatives that align with and build on Rhoback’s best-in-class customer satisfaction standards. This role will also be responsible for managing, training, and developing a team of CX personnel that is growing rapidly. The CX Manager should have excellent skills in leading this team to hit departmental goals. Further, this position will serve as a voice of the brand and their efforts will be instrumental in providing the Rhoback community of customers with the best service possible.


This role will be based, in person, in Charlottesville, VA and will start as soon as possible. This individual will be reporting directly to the cofounder.


Position Responsibilities:

The responsibilities of the Senior Customer Experience Manager include, but are not limited to the following:

Create a Best-In-Class Customer Experience

  • Deliver best-in-class communication and experience, ensuring customer outreach is consistent across all channels and audiences are provided with appropriate and informative information in a timely manner
  • Oversee fraud, chargeback, and otherwise risk-indicating behavior mitigation processes
  • Define and implement escalation processes for applicable customer inquiries
  • Ensure all publicized customer service channels are accurate and clear
  • Work with social media and brand teams to ensure communication is consistent and on-brand
  • Use automation where possible to ensure customers receive prompt, positive, and consistent solutions


Lead and Develop a Customer Experience Team

  • Manage, develop, and oversee customer experience teams, both inhouse and contracted
  • Cultivate and lead a high-performing, consumer-oriented teams
  • Improve CX Team’s skills and workflows to maximize customer satisfaction and operational effectiveness
  • Own, update, improve and automate (where possible) the processes for the customer experience teams; develop policies and procedures aligned with the customer engagement vision and strategy


Analyzing Customer Insights for Continuous Improvement / Support Strategic Growth as Channels Expand

  • Monitor CX dashboards, analyze and report on performance of key platforms and vendors
  • Execute reporting on customer queries, including ideas to address key issues and reduce ticket volume
  • Utilize & compile data and insights on performance and report to founders
  • Manage and improve customer experience metrics including contact volume, contact patterns and resolution outcomes to ensure service level objectives are met
  • Track, analyze, and recommend improvements to the customer journey
  • Partner with stakeholders across the business on product releases, digital campaigns, launches, promotions, updates and troubleshooting
  • Collaborate with Website Team to drive efficiencies in the customer interface and on-site experience
  • Collaborate with Product Teams to communicate any product deficiencies and regularly pull data on Returns/Exchanges and present analysis to broader team
  • Support the founders in establishing strategic direction and determining the model for overall brand support in key markets and new extensions of the Rhoback community


Requirements:

  • 7+ years of customer service experience in DTC e-commerce space
  • 3+ years of management experience in customer service space
  • Shopify Plus experience mandatory
  • Gorgias experience preferred
  • NetSuite experience preferred
  • Analytical and quantitative with acute attention to detail
  • Exceptional multitasking skills
  • Proficiency in Microsoft Excel and understanding large quantities of data
  • Self-starter work ethic with a desire to make a positive impact
  • Excellent internal and external communication skills
  • Propensity to go above and beyond and think outside the box
  • Openness to change and new ways of solving problems
  • No-task-too-small attitude
  • Trustworthy and full of integrity


Company Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

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