Customer Experience Lead
We are Girlfriend Collective, a Seattle-based startup that aims to not only make the best independent active and leisure wear, but to also lead the industry in social and environmental sustainability. Our products are made from recycled and sustainable materials, cut and sewn by a fair trade certified factory in Vietnam. Do you have an industrious, inquisitive mind and a natural heart for customer service? If so, this could be the perfect job for you.
We are looking for a data-driven, customer-obsessed professional to lead Customer Experience at Girlfriend Collective. The right person is a relentless advocate for our customer, is dedicated to delivering excellent service, and can help design and deliver the best customer support to our fast-growing Girlfriend community. Since we're a company that is rapidly growing, this job will be fast-paced and constantly evolving with a great opportunity to grow along with us. This is a wonderful chance for someone to leverage their strategic thinking skills, along with their can-do attitude to provide tactical support in keeping customers happy.
The Opportunity for You:
Be the Girlfriend Collective's brand ambassador on the front line with our customers through all channels, but primarily email.
Efficiently and effectively solve problems for our customers. This will include a diverse range of topics, such as:
Returns, exchanges, and damages
Analyze and report customer feedback for actionable improvements that could be made by the company.
Maintain awareness and report trends in customer communications to management.
Manage in-office activities: shipments, returns & exchanges, inventory (product, packaging, collateral, etc).
Develop training guidelines.
When the time comes, be able to recruit, lead, and develop an engaged and passionate Girlfriend Collective Customer Experience team.
Drive people, process, and technology improvement initiatives to optimize the customer experience from end-to-end.
Make data-driven decisions to improve upon processes, mitigate risks, and optimize growth.
Have the opportunity to both design, build and run our intern program.
Does this sound like you?
2+ years of experience in a customer-facing environment in a lead capacity preferred
Bachelor degree is a plus, but not required
Incredibly organized and detail-oriented
Upbeat and positive with a particular passion for fashion + sustainability + our products!
Great problem-solver with a strong sense of judgment
Data-driven thinker with ability to analyze and synthesize information
Able to juggle multiple conversations with customers, and track trends and data to help improve customer experience
An expert communicator who understands the impact of tone and can adapt communication accordingly
High degree of initiative to drive projects to completion
Strong analytic and reporting skills with ability to communicate results to stakeholders
Self-motivated team player who has fresh ideas when it comes to user adoption, program optimization, automation, and churn mitigation
Zendesk experience is a plus