We are agile, supportive, collaborative, and our goal is to Support our customer service team and manager, improve reporting and staffing efficiencies in the CS department, and hire/onboard new talent in keeping with hiring forecast .
Our work environment includes:
- Work-from-home days
- Growth opportunities
- International workforce
This person would be responsible for finding efficiencies within the team of 150+ off-shore CS reps, including forecasting weekly hiring goals (currently pacing at 10-15 hires weekly), developing incentive bonuses/structure for reps, creating weekly quality control and ticket volume reports. Other work would include using ticket tagging and analysis to develop retention strategies, and updating templates and macros based on customer feedback and retention goals. We would expect this role to work cross functionally with ops and marketing teams to forecast growth of CS headcount, share feedback on product issues/areas of improvement, analyze customer survey data to develop new top of funnel marketing angles and updated messaging for email/sms campaigns and flows.
Skills: Excel, Google Sheets, Gorgias or other comparable customer service software, data analysis. They would NOT be responsible for people management of current reps. They would be in charge of helping onboard and hire new CS team members. They would be required to work with our CS manager directly, and teams in other departments (ops, marketing, email, etc).
Remote, work-from-home role.
Job Types: Full-time, Permanent
Salary: $51,891.00-$56,577.00 per year
- Flexible schedule
- Store discount
- Work from home
- Monday to Friday
- Weekend availability
- Bachelor's Degree (preferred)
Work Location: Remote
Expected start date: 2023-06-01