Customer Experience Manager - Live Chat
Gorillas, United States

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
May 3, 2021
Last Date
Jun 3, 2021
Location(s)

Job Description

About gorillas:

We are Gorillas and on a mission to redefine convenience retail. With our ten minute grocery deliveries we are disrupting the supermarket space, one of the biggest markets still in the hands of traditional players. We are a rapidly growing startup and are currently building an outstanding team with skilled members across all domains and backgrounds. We focus on building a diverse and inclusive company culture and aim to become a global leader in on-demand retail. Come join us on this journey.

At Gorillas, Customer Experience is at the core of our company. We’re building a world-class customer service organization - one that combines highly effective processes and systems with a customer experience that people can’t get enough of. We genuinely care about our customers and are committed to creating memorable experiences for each and every one of them.

We are looking for someone to manage a team of Customer Experience Associates who work primarily in live chat and email. The perfect candidate is someone who has a proven track record and passion for creating unforgettable customer experiences. Someone who knows what world-class customer service looks like, and who is itching to be the driving force behind an amazing customer experience team.

Requirements

Responsibilities will include:

  • Manage team of 8-10 customer experience associates working in live chat
  • Provide leadership and direction to high-performance CX team
  • Actively participate in fast paced hiring efforts
  • Coach and uplevel customer experience associates
  • Develop creative and innovative ways to improve team performance
  • Manage and monitor performance metrics

You Have:

  • The ability to work: Monday-Friday (Shifts available: 8am-4pm or 4pm-12am) and occasionally weekends
  • 3+ years of experience in a customer-centric role
  • 1+ years of management experience
  • A proven leader and mentor
  • Highly empathetic and customer centric
  • Excellent communication and relationship-building skills
  • Strong bias-to-action, as well as a strong sense of practicality and effectiveness
  • Highly adaptable, and able to thrive in ambiguous or uncertain environments

You’ll stand out if:

  • You have experience working in live chat
  • Worked in the food industry before
  • Have experience working in an extremely fast paced environment
  • Know how to use Freshdesk

    Benefits

    What we offer:

    • Steep learning curve from day one
    • Great opportunity to build something you are proud of: we are growing fast, which means that the opportunities at Gorillas are virtually limitless.
    • An awesome team spirit and an exciting workplace with a dynamic and international environment.
    • Transparent company culture with flat hierarchies and a high career growth trajectory at Gorillas

    Disclaimer:

    Gorillas is an equal opportunity employer, which means we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation , gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    Job Specification

    Job Rewards and Benefits

    Gorillas

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