Customer Service Lead

3 weeks ago

Houston, United States Turtleboxaudio Full time

The first Turtlebox was born out of necessity. After breaking every “loud” product on the market through routine outdoor use, the idea of the Turtlebox was born in our garage, not as a business but just for personal use. Nothing else could get the job done. Most portable speakers aren’t actually meant for the outdoors and can’t withstand the elements; the ones that can aren’t loud enough to be heard. When you’re at the beach or on an ATV, you need sound to carry in order to hear it over the wind, waves, and boat engines, you need a Turtlebox. We soon realized that there was a huge need for the Turtlebox among likeminded adventurers, and our journey began to set out to make the world’s loudest, most rugged outdoor portable speaker. Phone Pro: Capable of handling our inbound CS calls for our DTC customers (warranty, FAQ, and more). You are the frontline while we scale this function. Lead the Team: Be the captain of our customer developing service crew, including our third party team, making sure every question and issue gets handled smoothly. Shape the Rules: Create and implement on-brand customer service policies that keep our customers rocking. Train the Team: Help our team level up with awesome training sessions and development opportunities. Crunch the Numbers: Keep an eye on our customer service stats, find ways to improve, and make it happen. Know what we are measuring and why. Show and Tell - Create Insights: Regularly update senior management with reports on how we're doing and what's next. CSAT score, voice of the customer, surveys, and more. Team Player: Partner with our Inside Sales Rep lead to ensure success across all customer service channels. Work with other departments in the building to ensure a seamless experience for our customers. Problem Solver: Take charge of tricky customer concerns and turn them into great experiences. Stay Fresh: Keep up with industry trends and best practices to keep our customer service game strong. Take Care: Own the DTC/Warranty process and maintain a positive customer experience. Product Expert: Be the expert in all things Turtlebox to help our customers get the most out of their speakers. Be the FAQ/trouble shooting guru. Center Us: Be the voice of the customer in the building. Bring insights and feedback from our customers to leadership in an accessible and actionable manner. Management Duties as We Scale: Goals: Monitor KPIs and ensure goals are achieved. Resource Allocation: Efficiently manage and allocate resources to ensure optimal team performance. Performance Reviews: Conduct regular performance evaluations and provide feedback to team members. Hiring and Training: Oversee the hiring process and ensure new hires are thoroughly trained. Strategic Planning: Develop and execute strategies to enhance customer service operations. Key Requirements: Experience: At least 2-3 years of rocking a customer service role. Team management and experience in consumer products are a plus. Leadership: You have leadership chops. Track record of leading from the front. Showing by doing. Initially, this role may not have direct reports in our HQ…you will lay the groundwork. A coaching mindset is highly desirable. Communication: Stellar interpersonal skills and the knack for handling tough situations with ease. Problem-Solving: Strong decision-making abilities and a can-do attitude. Tech-Savvy: Comfortable with customer service software and technology (CRM etc.). You are able to take lots of information and present it in a consolidated manner for leadership and your team. Organization: Process-focused with an ability to streamline and organize. Empathy: A genuine passion for delivering outstanding customer service and making people feel valued. Forward Focused: Have an eye on how what you do now will positively impact future success for your team, the company, and yourself. Compensation and Benefits: Room for career advancement and development at a high growth brand. Compensation TBD + 10 - 15% bonus tied to individual and company performance. Insurance: health, dental, and vision. Working for Turtlebox: Back when we lived together in a house on the Buffalo Bayou in Houston, we used "Live Free" as a motto for our lives. It was printed on a sign that hung over the back door as a reminder to Live Free when we went out into the world. The basic idea is to be unafraid of what others might think. The bible describes it as letting go of your fear of man, to instead consider what God would think. So, we became unafraid of the disapproval that more close-minded people in our lives might have of our actions and decisions. When one of us got in a rut or weren't happy or couldn't make a decision, another guy would tell him "Live Free" and it was a reminder to free ourselves of whatever the burden might be, to act boldly and take the bull by the horns and do what our gut said was right. Sometimes it manifested in crazy acts of fun such as riding our bikes through the grocery store at night blaring the Titanic song on a Turtlebox. We bought a boat together on a whim and it provided some of the most epic adventures we've ever had. We threw parties and got everyone dancing like no one was watching. We invited down-on-their-luck characters into our life and included them and helped them where we could. We lived communally in ways most people don’t. And, eventually all this gave us the courage to create a company that has helped us to Live Free and live the way we want every day. We have a Live Free sign in our office now and you'll see us continue to use the phrase on our website and in our marketing. We hope it encourages you like it has us. #J-18808-Ljbffr

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