Customer Experience Lead

Girlfriend Collective - Seattle, WA


 

Girlfriend Collective: 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.

  • Get in on the ground floor – experience the full cycle evolution of a start up

  • Grow with the company – develop and hone new skills wearing multiple hats in expanded roles

  • Be part of a larger movement – our sustainable, ethically manufactured clothing is changing lives, the plant and the way the world does business

 

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.


What You’ll Do

  • Serve as Girlfriend Collective's brand ambassador on the front line with our customers through all channels, primarily email.

  • Efficiently and effectively solve customer problems. This includes a diverse range of topics, such as:

    • Shipping

    • Ordering

    • Payment issues

    • Returns, exchanges, and damages

    • Product questions

  • 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 design, build and run our internship program.


Who You Are

  • 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

 

To apply, please go to http://bit.ly/1RS7D7y and take a 20-30 minute online assessment.

 

About Us


Girlfriend Collective is a new kind of activewear brand for people who care. After an initial 2016 marketing campaign of our sustainable black leggings went viral, we knew our vision of creating a community that cares about every part of the apparel production process was achievable. We launched our full line of bras, leggings, and tops in June 2017, built on our core values of ethical manufacturing, sustainable materials, and epic performance. While still a small online retailer, we’ve got big dreams and an aggressive growth strategy already in motion and we want you to be a part of the movement.

 



Posted On: Wednesday, January 2, 2019



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