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May

Customer Service Manager

Espresso Displays - Barangaroo, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

espresso is looking for a Customer Support Manager who can delight our customers globally, whilst building the function of the business that can extend this quality of service at scale.
What is espresso?

espresso is an early-stage, high-growth startup. Our first product, the espresso Display, is a category-leading portable monitor and the best way to leave your office behind to work from anywhere. We have recently set up our global eCommerce operations and are now at a critical growth stage. We live and breathe our products and would love to share the excitement of launching a new product to customers with the right candidate.
Your Role

Do you have a customer-centric approach and like to be a part of a team that delivers excellent customer service?
As a Customer Support Manager, you'll have ownership of the Service and Support operation of the business. This role combines eCommerce Operations as well as User Experience, making every touchpoint with our business a positive experience. You will manage the tools and processes to respond to all inquiries at scale and work with the growth team to enhance the experience post-purchase.
We expect you to be able to build out a world-class customer support team. You will also be creating feedback loops to continuously improve the level of service we provide to our customers. We want someone who gets hands-on but can build out and scale with the business over time. Our onboarding process will help you to hit the ground running from Day 1.
Responsibilities:

  • Working alongside our Customer Service Reps to manage inboxes and communication channels.
  • Achieving Inbox 0 daily, actioning/closing out the request as soon as possible.
  • Interface with respective teams (Logistics, Product, eCommerce) to ensure customer requests have been closed out promptly.
  • Meet and exceed service level expectations, creating customers for life.
  • Identify and share customer insights in order to implement process improvements.
  • Ownership of all customer communications across social media and other channels.
  • Ensuring all of our Customer Service Representatives have up-to-date and accurate information responding to customers.
  • Continually updating the knowledge base, so the customers can find the information they need when they need it.
  • Create and implement customer feedback loops that the team can use across Marketing, Growth, and Product Development initiatives.


Experience & Skills:

  • Minimum 2-3 years experience in Customer Support, Service, or Success (eCommerce preferred).
  • Highly experienced with systems similar to HelpScout, WooCommerce, Stripe, Inventory Management Systems and willing to pick up new systems as we grow.
  • Operations and metrics-driven, with a proven ability to handle a high volume of customer interactions.
  • Conflict resolution skills and even temperament in challenging situations.
  • Excellent communication skills (written and verbal) and a customer-centric focus.
  • Writing and design skills to turn customer feedback into written and visual content (or ability to communicate this clearly to a graphic designer).
  • Critical thinker with strong analytical, organizational, and problem-solving skills.
  • No quit attitude - ability to overcome challenges and get the job done.
  • Have a firm understanding and passion for consumer electronics → familiarity with Android, iOS, macOS, and Windows Devices.

If right for the role, this is an opportunity to grow this function of the business, as we grow into new markets and grow to thousands of customers around the world. Success in this role will be measured through metrics including NPS, Response Times, Inbox 0, Star Rating.
In your cover letter, please answer the following question: “Which company have you bought from recently who has delivered an incredible customer experience and why?”

Barangaroo, NSW

Customer Service & Call Centre




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