Manager, Customer Experience

2 semanas atrás

Brasil autobrush Tempo inteiro

But first, autobrush.

autobrush is a clinically proven u-shape toothbrush. It’s a brand built on innovation, disruption, and unparalleled quality. We are obsessed with our customers, passionate about learning, and known for quick pivots and agile working environment. We are a direct response, D2C, self-funded startup. We have high expectations and expect that you will, too.

autobrush is and will remain a fully remote company with a passion for creating a culture where our employees are valued. We are equally obsessed with your experience as a part of this team.

*No application will be considered unless this sheet is properly filled out:

  •  
  • Improve your odds of an interview: The application process at autobrush is in-depth because we only hire truly dedicated individuals. Please take your time to make sure your application is the best representation of your skills and personality

Job Description

Customer-centric innovator. Empathetic problem-solver. Detail-oriented. We’re passionate about delivering exceptional experiences to our customers. We believe that customer experience serves as a significant growth lever for insights and information. You will play a pivotal role in improving our customer experience strategy and leveraging those growth insights to deliver real change to our brand.

Who You Are?

You are a self-motivated individual who excels at creative problem-solving, remains composed under pressure, appreciates a fast-paced work environment, and is driven by success. 

You possess a harmonious blend of creativity and analytical thinking and care about delivering genuine, on-brand, and personalized customer experiences that foster long-term loyalty. 

You are innately curious, boast an extensive understanding of autobrush, consistently meet deadlines, and are devoted to delivering extraordinary value. As a vital conduit between autobrush and the customer, you will relentlessly uphold our standards of excellence and skillfully manage a team of associates, ensuring they are equally committed to providing meaningful and memorable customer experiences that inspire loyalty and contribute to our growth.

What You’ll Do:

  • Customer Experience Strategy: Understand, cultivate, and translate the brand values and lifestyle into exceptional customer experiences across various touchpoints, think Chewy 
  • Ticket Management, Escalations and Chargebacks: You’re not afraid to get into the trenches You’ll be directly responsible for managing escalated customers, turning negative experiences around and working closely to mitigate loss by managing chargebacks and disputes. 
  • VOC Insights: Develop, implement, and manage a comprehensive VoC program to gather valuable customer feedback and insights through surveying, interviewing, and aggregating customer insights for our brand.
  • Team Leadership: Manage and mentor a team of associates dedicated to delivering outstanding customer experiences, fostering a culture of continuous improvement and growth.
  • Communication Strategy: You’ll be in charge of managing and developing communication strategies for our customers to ensure complete alignment with changes that take place within our brand.
  • Social Listening: You’ll stay on top of what customers are saying about our brand and leverage that information to help us make informed marketing decisions.
  • AI Architect: You’ll be in charge of developing, maintaining, and improving AI customer experience tools that deliver exceptional customer experience.

Necessary Skills & Attributes for Success:

  • Eagerness to stay current with industry trends and emerging technologies, applying this knowledge to drive innovation in the customer experience domain.
  • Exceptional problem-solving and critical thinking skills, allowing for creative and effective resolution of customer issues.
  • Excellent organizational and time management skills, ensuring the efficient execution of customer experience projects and initiatives.
  • Familiarity with customer experience management platforms (Zendesk) and tools, utilizing these resources (Shopify and Asana) to streamline processes and enhance the overall customer journey.

Qualifications

  • 4-6 years of experience in customer experience management, preferably at an in-house D2C brand, with a proven track record of enhancing customer satisfaction and loyalty
  • Exceptional analytical skills with the ability to leverage data-driven insights to make informed decisions and continuously improve the customer journey with our brand 
  • Experience collaborating with diverse stakeholders, demonstrating excellent interpersonal skills, and adapting to the unique challenges in the D2C space.

What Makes Us Special

  • We give a damn We care. We are slightly obsessive. We sweat every detail. We fight for what we think is best for autobrush and our customers.
  • We put our money where our mouth is - We own our words. We own our actions. We own our mistakes.
  • We solve problems - You will not find us waiting around for someone else to fix a problem if we can get our hands on it first.
  • It is all about the people Relationships over transactions.

What We Offer:

  • Competitive Salary
  • Fully Remote Company
  • An environment of D2C eCommerce-obsessed people who love to learn, execute, and scale
  • Opportunity to flourish with a growing company. You have the chance to join the team early and become a crucial part of our success.

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