Customer Experience Lead

3 weeks ago

Austin, United States Yellowbird® Full time
Job DescriptionJob Description

Hello potential future Yellowbird team member. I’m glad you found us. We’ve been waiting for you. You see, Yellowbird isn’t just a hot sauce company. It’s a symbol to the world that you have great taste—in food, flavor, and creative expression. This experience means everything to us.

For that reason we’re seeking a Customer Experience Lead to oversee our brand's commitment to offering an unparalleled customer journey. You will be in charge of the development and execution of ongoing company-wide initiatives that improve customer relationships and brand loyalty. You have excellent leadership and planning skills and can come up with goals that help improve the customer experience at Yellowbird. You will be responsible for overseeing the progress of different departments, ensuring everyone is working to meet these goals and objectives.

Teamwork is at the heart of everything we do. As our Customer Experience Lead, you'll be a pivotal team player, working closely with various internal and external teams and ensuring that our brand efforts are cohesive, consistent, and always aligned with the Yellowbird ethos.

Here are the things we want to hire you to do:
  • Manage Customer Service Platforms & Teams: Oversee and optimize all customer service interfaces ensuring prompt, empathetic, and brand-consistent responses.
  • Enhance Fulfillment and Unboxing: Spearhead strategy and execution to turn product receipt into an exciting, memorable experience, maximizing customer delight.
  • Direct Wholesale Account Management: Review, approve or deny, and set up direct wholesale accounts, fostering long-term relationships through proactive, effective follow-ups and support.
  • Quality Assurance: Regularly audit all customer touchpoints, identifying areas for enhancement and implementing necessary changes to elevate the overall customer experience.
  • Brand Alignment: Maintain an exhaustive understanding of Yellowbird's products, brand essence, and sales channels, ensuring all customer interactions are in harmony with our brand ethos.
  • Feedback Collection: Design and implement methods to gather feedback from customers through direct outreach, surveys, or other innovative techniques.
  • Data Analysis: Analyze customer interaction data to identify patterns, pain points, and areas of improvement.
  • Training: Provide regular training sessions and support to internal and external team members to ensure a consistent and high-quality customer experience across all touchpoints.
  • Collaboration: Work closely with the brand, sales, finance, and production teams to ensure seamless communication and coherence to the Yellowbird promise.
  • Crisis Management: Handle escalated customer complaints or issues, ensuring they are resolved in a way that upholds Yellowbird’s reputation.
  • Process Improvement: Continually evaluate and refine processes to optimize efficiency and the customer experience.
  • Stay Updated: Keep abreast of the latest trends and tools in customer experience management to ensure Yellowbird is always a step ahead.
  • Community Engagement: Actively participate in online and offline conversations, addressing questions, comments, and feedback in a timely and brand-consistent manner.
  • Leadership: Motivate team members to meet company goals and push for success.
  • Team Collaboration: Willing to step in and help when and where needed, you are not above hard work.

Here are the things we think you need:
  • Communication skills: Exceptional verbal and written communication skills, with a keen eye for detail and a keen set of ears for listening.
  • Strategic Thinking & Execution: Ability to develop and execute on customer experience initiatives.
  • Channel Specific Experiences: Maintain comprehensive knowledge of channels where Yellowbird products exist and ensure the successful integration and execution of Yellowbird customer experiences.
  • Customer Experience (CX) & Improvement: Ability to identify, ideate solutions for, and execute improvements to areas with poor CX.
  • Team Collaboration & Positive Attitude: A proactive team player with a positive, problem-solving mindset. Initiative to understand the internal team environment and work collaboratively.
  • Digital Proficiency: Comfort and familiarity with modern digital tools and platforms, including Shopify, Shipstation, Gorgias, CX review apps, and other digital tools.
  • Tech-Savviness: Familiarity with customer service software, CRM systems, and analytics tools.
  • Problem-Solving Skills: The ability to think on one's feet and provide solutions to customer issues that align with the brand's values.
  • Empathy: A genuine ability to understand and cater to the emotions and needs of the customer.
  • Project Management: Experience in managing projects and working cross-functionally with different departments.
  • Continuous Learning: Dedication to personal growth and development in the realm of customer experience and related areas.
  • Leadership Skills: You will be leading and managing internal and external teams, the ability to guide and influence others to uphold the Yellowbird customer experience standards is vital.

Qualifications:
  • 5+ years of experience in a Customer Service role at a CPG company (consumer packaged goods)
  • High level of attention to detail and organization
  • Bachelor’s degree or equivalent in practical experience
  • Problem solving and analytical. Intellectually curious with a make it happen mindset
  • ERP & Spreadsheet Proficient
  • Experience working collaboratively with other departments — Brand, Finance, QA, Warehouse, Production, Sales, Community Management, etc.
  • Flexible to changing priorities and comfortable thriving in an office, production, and warehouse environment
  • Excellent time management, organizational skills and written and verbal communication
  • Ability to multitask and work under pressure in a fast-paced environment with changing demands and priorities
  • Willingness to accept new responsibilities and challenges, and demonstrates calmness under pressure, and not afraid or hesitant to roll up your sleeves and get things done
And here's anther list of qualities that make a good Yellowbird team member:
  • You feel connected to our mission of encouraging health, sustainability, and transparency
  • You are a self-starter who doesn’t need direct supervision to motivate you for success — we believe strongly in building a culture of individual accountability and ownership and need partners that can embrace that mentality
  • You are ready to make your mark in a smaller, growing brand leveraging your experience to deliver amazing results and build an outstanding company
  • You have entrepreneurial spirit in that you’re comfortable with ambiguity and are energized by the process of building something lasting from the ground up
  • You enjoy sharing your quirkiness and talents with your coworkers



This role reports to the Chief Brand Officer.

Yellowbird is proud to be an Equal Opportunity Employer.

Industry
  • Retail
  • CPG
  • Food Manufacturing
Location & Travel
  • 5 days/week in-office at headquarters in San Marcos, TX
  • Travel up to 20% for industry events and marketing initiatives

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