Customer Experience Manager
Salary: $80,000-$110,000 (range based on experience and location) + end of year performance based bonus
Vacation: 3 weeks paid vacation (increasing to 4 weeks in year 2)
Additional Benefits: Platinum Anthem HMO Insurance plan (100% of premium paid)
The Role
We are seeking a passionate leader who is committed to truly exceptional customer service while leading a quickly growing team (currently of 6 staff). Since day 1, we have viewed customer service as a highly strategic part of Rocky Talkie that is integral to our brand and sets us apart in our industry. We have established a reputation for exceeding expectations in customer interactions with our level of care and generosity. This role will be critical in maintaining what we have built and leading our efforts to take it to the next level both domestically and in new international markets in the coming years.
A good fit for this role may be someone who currently manages a customer service department, but is dissatisfied with the level of resources their company is willing to commit to providing an innovative, compassionate experience for customers. The ideal candidate will have experience with eCommerce platforms like Shopify, and a CX platform such as Freshdesk, Zendesk, or Kustomer. Demonstrated ability to manage and inspire both full-time and part-time employees is critical. Like all members of our team, this role will require becoming an expert in our radios in order to effectively oversee our team of CX Specialists who help educate our customers and diagnose any technical issues that arise. Opportunity for growth is abundant and excellence is recognized and rewarded.
Our Company
Rocky Talkie launched in late 2019 with its flagship Mountain Radio made for climbers and skiers to communicate in the backcountry. Since then, we have grown to be well known in the adventure sports industry, with two best in class radios and a rapidly growing base of happy customers (see product reviews here, and here). We have a passionate and highly motivated team of 18 who are stoked to continue changing the radio industry for the better. We currently sell in the USA and Canada and have additional international expansion plans in the works.
Our team is motivated every day knowing that better communication in the backcountry saves lives. As part of this mission, we donate $2 per radio to search and rescue teams around the country. Learn more about our company here.Primary Responsibilities:
- Lead the day-to-day CX department to maintain our best in class customer service:
- Oversee all in-bound customer communication channels and effectively distribute work to members throughout the team
- Manage our growing team of full-time and part-time customer experience & technical specialists, providing guidance and support to ensure deep employee and customer satisfaction and loyalty
- Serve as our turn-around specialist for escalations and questions from the team on particularly tricky tickets
- Manage and develop effective policies (returns, exchanges, warranty claims, etc.)
- Help identify and implement software tools to streamline operations and enhance efficiency across CX. For example, automating shipping claims and customer returns, education for common questions, etc.
- Support international expansion efforts to ensure a seamless support experience for customers across all regions
- Lead recruitment efforts and training processes for additional team members, ensuring a scalable and cohesive CX team
- Monitor and analyze key performance metrics to identify areas for improvement and implement strategies to optimize the department
- Communicate closely with other leaders throughout the business to address customer feedback, product improvements, etc.
Required:
- 5+ years of customer service experience with at least 2 years of leadership / management experience
- Passion for delivering excellent customer experiences and driving customer satisfaction
- A strong understanding of eCommerce platforms and CX tools
- Proven track record of managing customer support operations including hiring and mentoring team members
Desired:
- Experience with international customer experience spanning multiple languages and time zones
- Professional outdoor industry experience
- Start-up or small company experience
- Outdoor sports enthusiast
- Experience working on remote teams
Applications are now closed. Please stay tuned for future opportunities.
- Rocky Talkie Team