Customer Experience (Customer Support / Staff Coaching) & Client/Customer Retention

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Customer Experience Manager

As Skillshare’s Customer Experience Manager, you will be responsible for the success and scale of our Customer Experience program. You’ll manage and grow a team of remote support agents, build systems and processes for effectively resolving customer issues, work cross-functionally with the Product team to share insights and strategize improvements to our product, and act as the voice of the user to ensure an exemplary experience for our amazing community of students and teachers.

The ideal candidate for this role is passionate about providing exceptional customer support, has prior experience in a customer-facing role, and is interested in the opportunity to scale a team. This will be a challenging role with a ton of growth potential – the right candidate will build out the team, technology, and processes that can scale with the rapid growth of business.

What you’ll do day to day:

Manage, recruit, and retain a team of distributed support agents
Optimize an onboarding program and management model for staff, including training, QA, performance management and professional development
Build systems and processes to reduce ticket resolution time, improve quality of interactions, and ensure the team meets its KPIs
Act as the voice of the user by sharing feedback and insights with the Product team
Develop and lead cross-functional initiatives to drive an engaging user experience

What you’ll need to be successful:

Prior experience in a customer-facing role: You know how to provide fantastic customer support and are well-versed in the tools, tricks, and technology of a Customer Service team.
Passion for customer experience: We are looking for someone who believes that customer support plays a major role in user retention and brand credibility. You believe in going above and beyond for the customer and are passionate about delivering an exemplary experience.
Analytical & operational skills: You love building systems and processes to making teams run smoother and are comfortable digging into data to drive your decisions.
Management potential (if not proven experience): You’ll inherit a team of 8 support agents and a team supervisor to start, looking to you for coaching and support. Strong management skills/potential will ensure you’re set up for success in running a distributed team.

Skillshare’s mission is to create an open meritocracy in the new economy by providing universal access to professional development and opportunities. With more than 20,000 classes taught by 6,000+ practicing professionals, we have helped more than 4 million students build the skills they need to succeed. We are backed by Union Square Ventures, Spark Capital, Amasia and Omidyar Network.

Customer Experience Manager

Faherty Brand – New York, NY

About Us
Faherty Brand is a New York-based lifestyle and apparel brand founded in 2013 by twin brothers Mike and Alex Faherty with the goal of creating the highest quality clothing for life’s great moments. Mike and Alex gained valuable work experience prior to founding Faherty Brand. Mike spent a decade in design at Ralph Lauren’s RRL and Alex spent a decade on Wall Street in Private Equity. Having grown up surfing and with a shared love of the beach, our company’s beach culture is authentically inherent to our brand’s DNA. We’re committed to designing clothes for all seasons with unwavering craftsmanship, premium materials, and a focus on sustainability. This positions us uniquely in the space and creates one of the biggest opportunities in retail.We have retail stores in Soho and the West Village of New York City, Newport Beach and Malibu, California, and Nantucket and Boston, Massachusetts and more to come. Our retail, e-commerce, catalog and wholesale businesses are growing at awesome rates. We wholesale to the world’s finest retailers, such as Nordstrom, Neiman Marcus, Mr. Porter and more.Our team of leaders consists of individuals from retail and technology companies who deliver on our promise and seize the opportunity. Our goal is to be the world’s most sought-after apparel company. We all work side by side in a collaborative, energetic, and creative environment. The result: better people, better ideas and a better experience.We live by the Faherty core values:

Be the best
Deliver on promises
Spread good vibes
Be better together
Be authentic

Position Description
At Faherty, our core focuses are the product and our customer. The Customer Experience Team (CX) focuses on creating personalized experiences for everyone who reaches out to our team. Whether it is their first time shopping with us, or they are a loyal shopper, we want to ensure our customers have the best possible interaction with Faherty. From new products to marketing initiatives to our website, everything we do is directly influenced by our customers. As a part of our CX team, you can help spread good vibes and make our company better.

As Customer Experience Manager, you’ll lead one of the largest teams at Faherty. You’ll manage three Customer Experience Associates, ensuring that our customers have a positive experience and that our strategy and service continuously improve. You’ll create and execute on operational strategy, manage a team of smart, energetic go-getters and help us scale Faherty.

What you’ll do

Lead and manage a team of three CX team members

Take full responsibility for team performance as well as overall happiness / engagement of the team
Coach team members on their own development, sharing direct feedback often and doing so thoughtfully
Contribute to a fun, friendly work environment that’s aligned with Faherty core values
Lead with a service mindset – encouraging the team to delight in serving others, spreading these good vibes with boundless enthusiasm

Strive for operational excellence

Own CX operations, proactively deliver improvements to our workflows and processes in order to meet our SLAs and KPIs while driving costs down, all without sacrificing customer experiences and quality (measured using NPS)
Manage our third party relationship(s) and hold them accountable when they’re not meeting their commitments
Participate in planning activities related to operational planning, budgeting and forecasting plan
Ensure adequate staffing to maintain service levels and employee satisfaction
Create a project and implementation plan for any new or replacement technology tools that help our operation run; strategize and research ability to add new technologies and support channels
Manage ongoing trainings, onboarding and QA audits
Develop clear metrics to motivate team and measure results

Reporting

Track, analyze, and report performance data (i.e. SLAs, NPS, other KPIs)
Share insights to improve our product
Utilize customer insights to drive customer loyalty to the brand
Create process to gather customer feedback on how we can improve

Sales

Push team to proactively sell products and develop selling skills in team members
Develop sales goals and hold team accountable

Who you are

Has 3-5 years work experience in a customer service related field
Experience managing and developing great operators — you know how to motivate and get the best work out of everyone who works for you
Love feedback – take it and deliver it well
Get jazzed to develop, manage and coach people
Experienced analyzing data
Your verbal and written presentation and communication skills are on point
Kind, smart and organized
Passionate about both learning and improving
Looks at the glass as half full
Willing to roll up sleeves to do any task- no matter how small or large
Obsessed with customers and providing best in class service
Energetic, sincere, patient, and adaptable
Problem solver and prioritizer-extraordinaire
Adapts to new processes like a fish to water
Outstanding organizational skills, attention to detail, and listening skills

Benefits of working at Faherty Brand

Headquarters in Tribeca, NYC
Team birthday celebrations
Concert invitations
Collegial team, supportive work environment, and culture
Flexible vacation policy
Health insurance coverage
401(k)
Quarterly clothing allowance plus discounts
Commuter benefits
Free cold brew coffee

Senior Manager, Customer Experience

Jetblack – New York, NY

Jetblack is the first portfolio company within Store Nº8 ( https://www.storeno8.com/ ), the incubation arm of Walmart, which is focused on transforming the future of retail. Jetblack is a members-only personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. Our ultimate goal is to create a new standard of consumer shopping with the fastest most delightful end-to-end consumer experience.

Our unique positioning as the first stand-alone company incubated by Walmart gives us access to resources needed to have impact at massive scale and reinvent consumer shopping behaviors. Our journey has just begun and we are building a hard-working passionate founding team to join us changing the retail landscape and driving technical innovation.

Jenny Fleiss, the CEO and co-founder of Jetblack, previously co-founded Rent the Runway, a business that has transformed the retail industry by making designer clothing rentals a convenient and accessible luxury experience for millions of women.

We’re blushing. Some of our favorite press links:
https://www.entrepreneur.com/article/314307 ( https://www.entrepreneur.com/article/314307 )

https://www.inc.com/zoe-henry/rent-the-runway-co-founder-launches-jetblack-takes-on-amazon.html ( https://www.inc.com/zoe-henry/rent-the-runway-co-founder-launches-jetblack-takes-on-amazon.html )

Who will love this job:

A data junky – You love compiling data to show progress and guide decision making
A doer – You thrive in a fast-paced environment; we move quickly and need a teammate who will too
A creative problem solver – You have the ability to think outside of the box and maintain a flexible approach to problem solving
An organizer – You have superb organizational skills, attention to detail, and ability to execute a plan in a methodical, structured way
Someone who loves moving at a fast pace – Desire to be a part of one of a fast-growing technology startup where the only constant is change

What you’ll do:

Lead the team to provide world class customer experience
Monitor the individual & team efficiency to ensure we meet departmental KPIs (e.g., response time) on a daily & weekly basis
Provide insight around service levels to Management Team
Drive the establishment of a Agent Dashboard to measure both qualitative and quantitative performance
Support ongoing Member Services metrics tracking and KPI dashboard development on a weekly basis
Oversee scheduling & shift assignments so that the team is constantly optimized for top performance
Build a high-performing Member Experience team across multiple levels in our organization
Lead the recruitment process for all Team Leads and Agents
Manage Member Services Team Leads to ensure that team SLAs are being met on a daily basis
Help build standardized, consistent customer experience workflows, guidelines, benchmarks, and ongoing strategy as a new, growing brand and organization
Lead new hire and ongoing training for the team to reinforce consistent processes and ensure that customer interactions are of the highest quality
Create and iterate on training materials to keep up with an ever-changing environment
Integrate changes and new content to into agent training materials based on successful testing output

What you should have:

2+ years of Leadership and Management Experience
5+ Years of Management Consulting and Customer Facing Experience, particularly in a retail and/or tech environment
BA/BS degree required, MBA preferred
Proficiency in data analysis toolkit, primarily MS Excel (SQL is a plus!)

Pay, perks & such

At Jetblack, we function like a startup and have the benefits of the largest retailer in the world, Walmart. Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, and more! We offer unlimited vacation and a great culture filled with quarterly outings, happy hours, work out classes, celebrations, and clubs. We host bi-weekly lunch ‘n learns and weekly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us!

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Retention Manager

Capsule

About Us:
Capsule isrebuilding the $425 billion pharmacy industry from the inside out ( https://medium.com/@ekinariwala/a-pharmacy-that-works-for-everyone-22a5d4e7841b ) with an emotionally resonant brand and technology that enables customized outcomes for doctors, hospitals, insurers, and manufacturers. Our team makes the same promise to each other as the one we’ve made to our customers, doctors, and partners: everybody needs some looking after sometimes. We’ll never lose sight of the fact that behind all of the complexity of healthcare we’re just people looking after other people. Capsule has raised $70 million from Thrive Capital, Glade Brook Capital, andThe Virgin Group ( https://www.virgin.com/richard-branson/tackling-pharmacy-consumer-experience-ground ).About The Role

Capsule is looking for a Retention Manager that will focus on retaining and re-building client relationships. As our Retention Manager, you’ll partner with multiple teams to understand and anticipate our clients needs, and develop strategies to prevent churn.

Some Of The Things You’ll Work On

You have 3+ years experience in a role retaining client relationships and genuinely enjoy the process of re-building client relationships back up from churn
Case management experience is required
You have experience using data analytic tools to garner insights and create strategic recommendations to improve performance of client accounts
You have a proven ability to execute on strategic initiatives to maximize performance, ensuring retention and renewal
You take pride in turning clients around, and will go the distance to save a client from churning
You are an excellent communicator with great written and oral presentation skills with no fear of jumping on the phones
You are a creative problem solver, with the ability to analyze complicated issues and offer insight to how they might be addressed
Technical proficiency – we have a lot of systems we use and you need to be comfortable learning and using these tools
You have strong prioritization skills, with the ability to manage competing priorities and multitask throughout the day
You like “getting your hands dirty”; you are flexible and able to excel in an environment of quick change and improvement
You are passionate about our mission and motivated to improve the quality of service we provide
Experience in healthcare administration, pharmaceuticals, or healthcare insurance preferred

About You

Provide exceptional care over the phone, through messaging and in-person to support doctors, staff members, and customers
Participate in escalation meetings and perform utilization review on complex customer cases – both clinical and process-improvement
Work with Sales team (local and national) to communicate effectively with doctor and patient
Work with Operational Leads to design and deploy improvements
Reduce overall cost per doctor through a doctor retention metric
Provide thought leadership and help test new services and products in a churn phase

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Account Manager/Retention Specialists

DearDoc – New York, NY 10003 (Greenwich Village area)

$60,000 – $80,000 a year

What You’ll Do

Utilize retention strategies to retain existing customers
Build & strengthen customer relationships
Manage incoming calls and emails and handle appropriate follow-up calls and emails
Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
Proactively contact customers to enhance product value and overall customer retention
Have a comprehensive knowledge of the company’s business model in order to answer all customer related inquiries
Contribute to process and procedural improvements
Demonstrate the value of DearDoc to our customers every day by providing amazing customer support

What You’ll Receive

Continual Learning
Emotional Intelligence
Conflict Management
Exercising Self-Control and Being Resilient
A sense of Accountability

What You Have

Have 2+ years of sales, customer support, or account management experience
Bachelor’s degree preferred
Ability to multi-task
A positive, polite, confident, sincere and friendly disposition
The ability to solve problems & to think quickly
Flexibility – we’re growing and evolving, and you’ll need to come along for the ride
An eye for detail