Head of Customer Service
Lively Root, United States
Job Description
At Lively Root, customers are our family! It's part of our values and part of our culture! And now we're ready to bring on a fast-paced and energetic Head of Customer Service, with experience building teams, managing team members, technology tools, and more to join our growing business!
As the Head of Customer Service, you will come into a department that already includes fantastic and valued team members who have knowledge, enthusiasm, and experience managing our customer's needs.
You will be responsible for overseeing the daily operations of the customer service department, including direct interaction with our customers. In addition, your duties will include communicating customer service objectives to Customer Service team members and other department personnel, compiling data to make assessments of your department’s progress, and coordinating with leadership to find ways to enhance your customer service objectives among your direct reports.
Our online retail business has been built on Shopify, ShipStation, and Gorgias, and experience in those platforms is a huge plus! The right person will be very friendly, driven, eager to help customers, and open to feedback.
Requirements
- Supervising the daily operations of the customer service department
- Setting customer service goals for team members and helping them reach those goals
- Interacting with customers and handling customer queries and complaints in a timely manner
- Making weekly and monthly reports and surveys
- Staying current on the latest industry trends and techniques
- Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
- Proven ability to relate feedback to operations, marketing, and engineering
- Excellent communication and written skills
- Strong relationship-building skills
- Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
- Ability to speak, write, and read in Spanish is a plus
- Bachelor’s Degree or equivalent customer-facing and management past work experience
- Serve as a point of contact for other team members to assist and resolve any customer-related issues
- Working with customers via email, phone, and chat to assist them in their purchase decisions
Benefits
- Competitive market salary
- 401K Company Program
- Unlimited PTO policy
- Full Health, dental, and vision benefits
- Early-stage equity (depending on experience)
- Team outings and events
- Work from home options
- Swag and other company perks