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Customer Experience Manager

2 months ago

Los Angeles, California, United States Madhappy Full time
{"h1": "Customer Care Lead at Madhappy", "p": "At Madhappy, we're on a mission to create a more optimistic world by sparking conversations around mental health. We're looking for a Customer Care Lead to join our team and help us deliver exceptional customer experiences.

As a key member of our customer care team, you'll be responsible for managing the customer experience, implementing efficient systems, and setting the tone for how we interact with our community.

Key Responsibilities:

* Learn and understand Madhappy's dialogue to effectively respond to customer inquiries
* Manage and respond to inbound customer support questions
* Develop and update all CX processes, from internal communications to reporting
* Work collaboratively with the CX team to ensure proper education of Madhappy's brand and best care practices
* Manage returns and backorders through our online portal and in-house processing
* Continuously implement new processes to ensure efficient and accurate outcomes
* Work with external shipping partners to resolve issues
* Collaborate closely with production and marketing to ensure the CX team is informed of all nuances with each release
* Utilize external platforms to streamline and log inquiries
* Assist in office management, including organizing the office and preparing pieces for fulfillment
* Prepare monthly reports to present internally, tracking CX KPIs and growth initiatives
* Recommend new and innovative ways to make our customer support systems most efficient

Requirements:

* 3+ years of customer support experience
* Optimistic and energetic
* Excellent verbal and written communication and interpersonal skills
* Effective collaborator with other team members
* Must have a car
* Must live in LA
* Solutions-oriented
* Attention to detail
* Extremely organized
* Passion for our mental health mission
"}