Customer Experience Manager
1 week ago
About Us: Guardian Bikes is a dynamic mid-stage startup in the process of rapidly scaling the first vertically integrated bike company in the United States. All of our bikes are sold on guardianbikes.com and ship from our Indiana factory floor to our customer’s doors. We’re committed to pushing the boundaries of innovation, quality, and customer satisfaction in the bike industry. We made the transition to USA manufacturing one year ago and established a facility in Seymour, Indiana.
Job Summary
The Customer Experience (CX) Manager will play a pivotal role in enhancing the overall customer journey, ensuring that every touchpoint reflects our commitment to quality, safety, and customer satisfaction. This role requires a strategic thinker with a hands-on approach to drive continuous improvement in customer interactions.
Responsibilities
● Lead and mentor a team of customer service representatives, ensuring they embody the company’s customer-obsessed culture.
● Craft and execute a comprehensive customer service experience that aligns with Guardian Bikes’ missing and core values.
● Establish a robust system for collecting and analyzing customer feedback, using insights to drive improvement in products, services and operations.
● Define and monitor key performance indicators (KPI’s) related to customer satisfaction, retention and overall experience.
● Analyze and map the customer journey, identifying pain points and opportunities for improvement.
● Stay abreast of industry trends and innovations in customer service, implementation of best practices to keep Guardian Bikes’ at the forefront of customer service excellence.
Experience
● Bachelor’s degree in business, Marketing, Communications or related field is preferred but not required.
● Minimum of 5 years in a customer service leadership role.
● Strong leadership skills and interpersonal abilities.
● High level of empathy and genuine passion for customer service.
● Familiarity with CX tools and platforms.
Join Us: If you are passionate about technology and customer service and want to be part of a growing company that is revolutionizing the bike industry, we want to hear from you Apply now to join the Guardian Bikes team as a Customer Experience Manager.
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