Customer Service Operations Manager
2 weeks ago
Epicured is a pioneering company that translates scientific research into high-quality food products to combat and prevent chronic disease. Our mission is to bring the best of the clinical and culinary worlds together to help people eat better, feel better, and live better one meal at a time.
About the RoleWe are seeking a Customer Service Manager to build a first-in-class customer experience. The ideal candidate will be a natural leader, responsible for driving revenue growth and bolstering customer retention. This individual will serve as a dedicated advocate for the voice of the customer across the organization, ensuring alignment between our corporate goals and customer experience.
Key Responsibilities- Drive excellence in Epicured's customer service operations, leveraging customer service as a tool for promoting revenue growth and customer retention.
- Be the internal voice of Epicured's customers, advocating for customer experience across the organization and informing our corporate goals with customer perspectives.
- Manage both inbound and outbound customer communications, building and documenting procedures for triaging common customer requests and managing escalations across a variety of different customer profiles.
- Collaborate closely with Fulfillment stakeholders to understand how best to manage customer satisfaction within our operational infrastructure.
- Find opportunities to proactively influence customer behavior in support of growth and retention goals, including new customer acquisition and skip/cancellation prevention.
- Develop a personnel management plan that allows Customer Service team members to deliver superior customer experiences.
- Build a data-driven customer service infrastructure that provides actionable insights in support of revenue and retention objectives, becoming an expert at identifying trends in customer behavior, particularly within high-value cohorts.
- Share insights regularly with key stakeholders and senior management, chairing a weekly cross-functional Customer Service excellence meeting.
- 5-7 years of multi-channel customer service experience with progressively increasing responsibility.
- Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
- Excellent oral and written communication, as well as the ability to easily build rapport with customers.
- Experience with customer service ticketing systems, such as Zendesk and Hubspot, is a must.
The salary for this position will be commensurate with experience, starting at $70,000, with opportunities for additional incentive compensation tied to the achievement of KPI goals.
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