Customer Experience Manager
4 weeks ago
In this role, you will support our Senior Director of Growth Engagement & Lifecycle Marketing on customer-facing retention efforts working in both a strategic and task-oriented capacity. You will play a key role in the day-to-day operations of our Customer Experience program, including tracking takeaways and insights to improve Beam's Customer Experience program and assisting in strategy and implementation of retention efforts. This person must be passionate about people, extremely organized, and have the flexibility to adapt to changing priorities.
Key Responsibilities:- Create and manage regular reports on customer satisfaction, ticketing trends, returns, and ad hoc data pulls
- Develop and implement strategies for improving customer satisfaction and retention
- Provide daily oversight and support as-needed within Beam's ticketing platform
- Provide training and real-time support to offshore CX agent(s)
- Identify, track and report on customer activity, satisfaction score, and support trends
- Manage and update ticketing interface with policies, protocols, and necessary tracking functionalities
- Improve upon, maintain and update Beam's CX manual with current SOPs and best practices
- 5+ years in a Customer Experience Management role, preferably in a subscription-based DTC business model
- Proficient understanding of Gorgias, Zendesk or other similar ticketing systems capabilities and reporting functionalities
- Excels in self-direction, self-pacing, and working independently
- Keep a cool head, a "nothing is beneath me attitude" and be able to reprioritize on the fly
- Strong attention to detail with exceptional organizational and follow-up skills
- High degree of professionalism, integrity and confidentiality
- Availability to help on the weekends or outside of normal business hours
- Willingness to assist in day-to-day ticket answering as needed
- Excellent written and oral communication skills
- High energy, ability to consistently take initiative, and a healthy dose of hustle
- Ability to work autonomously and prioritize tasks and responsibilities
- Hybrid work schedule of 2-3 days/week in-office at either of our Boston or Brooklyn headquarters
- Medical benefits, unlimited time off, 401k with up to 4% match, charity matching, a wellness stipend toward health or fitness, HSA/FSA/childcare FSA enrollment, and an investment into professional and personal development
- People first
- Constant improvement
- Transparent and open communication
- Ego is the enemy
- Think like an owner
- Risk taking
- Creativity and rapid iteration
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