Customer Delight Manager

Location: San Francisco, CA

Type: Full Time

Min. Experience: Manager/Supervisor

Rocksbox is looking for a Customer Delight Manager to set the direction of our customer delight program, and execute on our high customer service standards. The ideal candidate has a proven track record and passion for creating fantastic customer experiences. This role will be instrumental in shaping the customer delight team, its policies, and its ongoing growth, and will have a unique opportunity to impact every area of our business by representing the voice of our customer to cross functional stakeholders.

The role is based in San Francisco and reports to the Director of Operations.

Responsibilities:

  • Manage on-site and remote teams
    • Ensure the team is meeting our set SLAs in terms of service quality and productivity, applying industry best practices
    • Provide ongoing, real-time coaching to team members
    • Act as the main resource and expert for any questions or ambiguous scenarios that may arise, handling escalations when necessary
    • Effectively manage and distribute ticket load, using supporting data to inform your decisions
    • Establish a strategy for remote support, building out the necessary team structure and owning the relationship(s) with vendors
    • Create opportunities for team member growth, ensuring team members remain challenged and engaged
    • Model professionalism and exemplary service to the team
  • Update and create policies that align with our company values
  • Work with other business stakeholders as the representative of the delight team
    • Offer your first hand perspective as it relates to potential new features, projects and initiatives
    • Advocate for your team, ensuring leadership is aware of any issues or concerns, and effectively communicate company direction
    • Raise the flag for any issues that come up, and work cross-functionally to resolve issues with a strong sense of urgency and accountability
    • Regularly report on key business metrics and shifting trends

Requirements:

  • Proven track record of strong customer service experience required, including working with remote teams
  • Experience in a startup and/or e-commerce setting
  • Passion for helping others that translates to creating positive and delightful customer experiences
  • Demonstrated analytics, reporting and budget management expertise
  • Exceptionally sound judgement and ability to make decisions on the fly
  • Total comfort with ambiguity in a fast-paced startup environment – you get excited to dig in and figure things out
  • Exceptional communicator

 

About Rocksbox:

Rocksbox provides its members with a service to discover and experiment with jewelry without the commitment of buying. We use technology and data science to personalize curation and bring a personal touch to her experience.  

We are a highly cross-functional and results driven team. Business, technical and design team members work together to set priorities, drive target metrics, and own the results of their work. Rocksbox aims to have a culture defined by learning and growth. We embrace open conversation and constructive feedback, and strive for continual growth as individuals and as a team. Listening is one of our core values, and just as we believe we will be successful by listening to our customer to understand her better than anyone else, we believe we will be successful as a team by listening to and learning from one another.

 

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