Job description
🌟 The Opportunity:
We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence.
In the last 2 years, we’ve grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.
🤩 So, What Should You Expect if You Join Us?
- One of the world’s fastest-growing and most innovative DTC brands (we’ve hit multiple 8-figure revenues in 2 years.)
- Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).
- Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
- We’re here to perform and have a great time while doing it.
- We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you.
🚀 Job Responsibilities:
- Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
- Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
- Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
- Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
- Training: Be the main point of contact for developing & training new joiners for the role.
- Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
- Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
🥷 Core Skills and Competencies:
- Exceptional Verbal and Written Communication in English
- Emotional Intelligence and Empathy
- Critical Thinking and Problem-Solving Mindset
- Proficiency with Customer Service Tools and Analytics Platforms
🧩 Your Experience:
- 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
- Proven track record of improving and maintaining high service levels and customer satisfaction.
- Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
- Preference for candidates with experience in the US e-commerce market.
- Outstanding command of the English language, both written and spoken.
