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Manager, CX & DTC

Sol de Janeiro

Sol de Janeiro

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New York, NY, USA
Posted on Sunday, December 24, 2023
Launched in 2015, SOL DE JANEIRO is an award-winning, fast-growing premium global lifestyle beauty brand inspired by the beauty rituals and attitude of the beaches of Rio. Our brand purpose is to spark endless self-celebration and joy through the power and warmth of the Brazilian spirit. This philosophy extends from our products to our corporate culture. We are leaders, permanently inquisitive, category obsessed, incredibly diverse, self-demanding, true team players, and we are all Brazilian in Spirit.

Headquartered in New York and launched as a digitally native brand, we now have teams in Rio, Paris, London and Italy supporting the expansion across the globe.

The position will report to the Senior CX & DTC Manager and will focus on ensuring our customers receive exceptional support and managing our external Customer Experience Team.

Overall Responsibilities:

Customer Support & Ticket Volume

    • Oversee and manage the external customer support team to deliver outstanding service that aligns with our brand values and customer expectations
    • Act as the main escalation point for complex customer inquiries or complaints, ensuring swift resolution and maintaining a positive customer experience with support from the Senior Manager, CX
    • Develop and maintain customer service communication standards, SOPs, and guidelines to enhance customer satisfaction and resolve issues efficiently
    • Help set and track productivity targets and quality standards for email and chat as outlined by senior leadership
    • Own Gorgias platform configuration and maintenance by customizing and optimizing workflows, ticketing systems, and automations to enhance team productivity and streamline processes
    • Stay up to date with Gorgias updates, features, and best practices, incorporating them into our customer support strategy and own relationship with our CSM
Reporting

    • Oversee weekly meetings with the external leadership team to regularly review agent productivity
      • Set the agenda, send recaps, and follow up on actionable items & next steps
      • Identify and execute training opportunities in partnership and collaboration with internal education teams
    • Define and track key performance metrics, such as response time, resolution time, CSAT, and other relevant metrics
    • Generate regular reports and presentations to communicate performance trends
    • Analyze customer feedback, support data, and industry trends to identify areas for improvement and recommend strategies to improve our business
Job Requirements/Qualifications:

  • 3+ years of experience working in Customer Experience at a similar high-growth brand
  • Proven experience in a Customer Experience Leadership role or similar exposure within the skincare or beauty industry
  • Experience with customer service software solutions (Gorgias preferred)
  • Resourceful, adaptable, and a self-starter with outstanding problem-solving abilities
  • Excellent interpersonal, communication, and comprehension skills
  • Must thrive in a fast-paced, ever-changing environment
  • Highly organized, flexible and have a proven multi-tasking ability
  • Maintains an upbeat and enthusiastic attitude, even under pressure
  • Demonstrates commitment to fostering a highly supportive and collaborative workplace culture

Salary Range

$75,000—$85,000 USD

In addition to base salary, this position is eligible for participation in a highly competitive bonus program with the possibility for overachievement based on performance and company results.

The information contained herein is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee, as these may change or new ones may be assigned at any time.

Sol de Janeiro is committed to diversity and inclusion in the workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

https://soldejaneiro.com/pages/privacy-policy-sol-de-janeiro

This job is no longer accepting applications

See open jobs at Sol de Janeiro.