Overview

What are your life goals? What do you want to accomplish in life, so that when you look back, you can say you spent your time well?

We are looking for a strategic hire. If we hire you, we don’t just want you to help accomplish our goals; We want to help you accomplish YOUR goals as well by providing you with the opportunity to grow a company, professional/personal development and a work environment that you love.

If that sounds good to you, keep reading ?

 

Do you Love:

  • Taking Action (instead of waiting to be told what to do)?
  • Setting goals and achieving them?
  • Being a vital asset to a company, not just a “cog” in a machine?
  • Having a lot of responsibility?
  • Having autonomy to make improvements without needing bureaucratic approval?
  • Personal Development?
  • Constantly learning new things and being challenged?
  • Juggling dozens of different tasks, prioritizing what to focus on?
  • Managing teams and projects?
  • Being detail-oriented and organized?
  • Working under pressure and with fast turn-arounds?
  • Pushing your limits, striving for big goals?
  • Being a part of a growing company with evolving roles?
  • Freedom?
  • Empathizing and meeting others’ needs?
  • Dogs?

 

If you’re screaming “that’s me!” then keep reading…

 

At Pethonesty, we truly believe that life is better with a dog around! We’re on a mission to help others improve their dog’s quality of life and the time they get to spend with them, while helping other dogs in need.

We believe it’s the little things in life that count! Every healthy dog who is able to jump in their owner’s lap to lick their face or uncontrollably run around the house with “the zoomies”, warms our hearts! As an online Pet brand, we are passionate about community and want to serve our customers to help them enjoy more quality time with their fur child.

 

Our Culture

HUNGER: We are passionate about our work, and we work hard. We are always looking for more things to learn, more responsibility to take on, and ways we can improve the company. We are not slackers.

HUMBLE: No big egos here. We are humbly confident! We care about the performance of the team, and always put the team ahead of self. We don’t discount our own abilities (false humility), but confidently assess our own abilities while putting the team first.

SMART. We are aware and considerate of those we work with, and deal with them in a positive, functional way. We listen first and ask good questions.We firmly believe in the Golden Rule, and treat each other, our customers, and our vendors with the utmost respect.

A FUN-LOVING, MISSIONAL SIDE. Working hard is great, but we also take time to just enjoy life and help others do the same! We like to laugh, go to happy hours, and just have fun.

 

Your Role

 

We’re looking to hire a Customer Experience Manager to oversee our customer service team and create the best possible experience anytime a PetHonesty customer reaches out to us. This person will be responsible for nurturing an outrageous customer service environment while providing the team with all the tools necessary to make this happen.

They will work closely with Ben, Camille and Sean, the Co-Founders, to continue implementing their vision for the brand. They will be especially focused on customer care, brand reputation, maintaining all customer service processes and developing better direct relationships with our PetHonesty customers.

While leading our customer service team, this person will also learn the ins and outs of our business. We have access to industry experts, best practices and world-class trainings to share with this person to help them grow in their role and implement/oversee all aspects of the business.

We believe that every PetHonesty customer is family and deserves to be treated as such. This person will get the opportunity to create and implement an environment that truly lives this belief out.

Since PetHonesty is small but growing fast, this person will be doing some of the customer service themselves, especially in the beginning as they learn the ins and outs of the business and our customers. They will also be leading a small existing customer service team, and further build it out as the company grows.

 

Responsibilities Include (but aren’t limited to):

  • Manages and Leads customer service department: handles hiring of customer service team, and manages them without issues.
  • Creates and Organizes Tasks for all customer service leads.
  • Trains all customer service leads on customer service, sales & review requests
  • Truly understands the needs/desires of the customer, and makes unified processes on how we interact with them and take care of them
  • Builds and Maintains all customer service response templates, FAQs and feedback for each product.
  • Makes sure all templates, auto-messaging and websites are up to date every week.
  • Maintains and Implements all customer care processes (Fulfillment Orders, Customer Care Reports, Messaging Templates, etc…)
  • Accountable for ensuring all customer messages answered within 24 hrs (Buyer Messages, Facebook, Email)
  • Creates and implements strategy so texts replied to within 1 hour.
  • Makes Customer Service a high ROI for the company, driving sales
  • Makes processes and trains team on how to turn complaints into sales and raving fans
  • Finds value-add ways to upsell/cross-sell customers any time they interact with service
  • Implements creative/fun customer care

We’re putting all the right pieces in place to continue growing PetHonesty. We’ve partnered with industry-leaders in customer funnel-building, website design, paid traffic campaigns. We have the direction established for our brand, but need someone to effectively lead our customer’s experience and take it to the next level.

Their performance will be directly measured by KPIs and a hard look at monthly P&Ls.

This is a unique opportunity to work closely with and be mentored by two entrepreneurs who have built multiple ecommerce companies. It’s ideal for a hungry, go-getter entrepreneurially-leaning person who wants to learn A LOT, and desires a good challenge + opportunity to prove themselves. This person needs to be an implementer and good at juggling a variety of tasks and projects.

 

QUALIFICATIONS / SKILLS NEEDED

  • Strong knowledge of Customer Experience/Service fundamentals and best practices
  • Minimum 2+ years experience as a Customer Experience Manager
    • BONUS: Experience managing a customer service team within a startup or corporate department
  • Empathetic: truly cares about others and wants what’s best for them. Believes the customer is always right.
  • Efficiency-minded: Able to implement and set up best Customer Service Software (ie Zendesk) to improve efficiency,
    tracking and experience
  • Cross-functional experience (i.e. sales, research, etc.)
  • Strong interpersonal and leadership skills, experience in leading teams of 5-10 people
  • General business understanding (profit optimization, KPI systems and controlling, etc.)
  • Sharp/quick-witted/able to think on feet
  • Takes fast action, doesn’t over-analyze yet isn’t careless
  • A go-getter: hard worker, put in the time/effort until task is done, owning work like it’s your baby
  • Receptive to advice, synthesizing and implementing best-practices and strategies from various consultants.
  • Competitive nature: willing to go toe-to-toe with larger corporations online and WIN
  • Deadline-Driven: Able to get tasks done on time
  • High Emotional Intelligence, winsome personality, and ability to establish partnerships with others
  • Self-taught
  • Data-driven
  • Smart Marketer–Knows how to talk/sell to customers, and connect to build a relationship
  • Trustworthy, communicative, and reliable

 

BENEFITS:

We offer great flexibility: work from home when you want, choose your hours. All we care about is that you are:

1) PASSIONATE/Love what you’re doing and

2) Deliver killer results!

 

PAY

This is a Part-time role with the expectation of moving towards Full-time. Starting pay is $20-30 per hour.

 

HOW TO APPLY

If you’d like to apply for this position, please follow the link below:

https://workable.com/j/A00799F372

Tagged as: customer service management, marketing

Qualifications