Director of Customer Experience

1 week ago

Olympia, United States Thronelabs Full time

**Director of Customer Experience** FULL TIME, WASHINGTON DC **About the job** Throne aims to provide peace of mind to those that venture out each day -- making it so no one has to worry about finding a clean bathroom again. We leverage custom hardware with a cloud connected IOT suite, user facing App, and underutilized urban spaces to provide convenient access to a network of ultra-clean, smart, modular bathrooms. Throne Labs is looking for a Director of Customer Experience to be a crucial member of Thrones foundational team. This role will manage the day-to-day of customer support and work closely with operations to keep Thrones clean and online, while also contributing holistically to Thrones success by identifying opportunities and creating ways to delighting new and returning customers at every stage of the user journey. Youll report to Thrones COO and work closely with the Operations Team and Throne Founders. We are passionate about defining Throne as the reliably clean option at some of lifes most stressful moments. We are ruthless about results, relentless about improvement, and we value diversity, inclusion, and having fun. We hope you do too **At Throne You Will...** * *Customer Experience* + Work cross-functionally with operations, product, real estate and growth to increase customer satisfaction and delight new and returning customers at every stage of the user journey + Collect and analyze user feedback (incl. in-person observation, user research, issue reports) and provide recommendations on product and process improvements + Contribute towards continuous improvement against company-level KPIs and revenue goals*Customer Support* + Own customer service platform and develop prioritization framework, standard messaging, brand voice and scalable processes + Respond to customer support requests, train/schedule team members, and lead strategic growth of support infrastructure to provide support seven days a week for a growing network and user base*Operations Support* + Work closely with operations to integrate customer feedback into filed response, processes, and communication + Support operations as needed to ensure Thrones stay clean, functioning and getting use + Implement quality control strategies, measure impact and improve consistency over time*Other Contributions* + Help identify location partners and events for Throne placements + Coordinate with in-city location partners + Support marketing efforts and/or PR as needed + Contribute to building the first innovative bathroom network and giving peace of mind to millions **We Are Looking For...** * 5-7 years work experience with customer support, hospitality, field operations and/or related field * Experience in early stage start-up a plus * Proven ability to conduct and analyze qualitative and quantitative user research * Flexible work schedule to contribute towards coverage outside of traditional business hours * Highly collaborative with the proven ability to work effectively with cross-functional teams * Results oriented with the ability to organize and prioritize work * Strong communication skills and judgement * Knowledge of Zendesk platform and customer support processes preferred * Experience managing and dispatching dispersed workforce a plus * Detail oriented and hospitality-minded * Positive attitude and willingness to jump in and help with needs as they arise * Personal passion for Thrones mission Compensation for this position includes salary, health coverage, generous equity, and flexible paid leave. *Throne is committed to pursuing and hiring a diverse workforce. We believe that every person has a right to equal employment opportunities without discrimination and that diversity contributes to the overall health of the organization. Women and candidates from underrepresented groups are encouraged to apply.* To apply send a brief note and your CV to careers@thronelabs.co

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