Join one of the world’s fastest-growing clean hair care and wellness brands. VEGAMOUR combines sustainably harvested, plant-based actives with the latest advances in molecular science to produce clean, 100% vegan formulas proven to help promote Hair Wellness. Our mission is to advocate the use of thoughtfully sourced, organic ingredients and create superior wellness and beauty solutions that help the people who use them and the planet we share. We are firm believers in biodiversity, community, Fair Trade and corporate responsibility.
We are seeking a Customer Experience (CX) Supervisor who will play a pivotal role in the success of Vegamour by managing a team of customer support agents, and driving forward important customer-centric initiatives. You will be responsible for scaling our ticketing processes, launching new support channels like chat, and managing/coaching agents through their day to day work and one-off escalations. We’re looking for someone who is a manager-doer, an empathetic problem-solver, who can enhance VEGAMOUR’s reputation through an outstanding customer experience.
The ideal candidate has been a customer experience lead or supervisor, and can pivot quickly between customer-facing communication and internal stakeholder communication. You understand the potential challenges of a direct-to-consumer eCommerce business, and are ready to navigate roadblocks to find creative solutions within the customer experience team and across the organization. Reporting into the Senior Manager of Customer Experience, you will play a critical role in not only pushing execution in the short-term but also in the longer-term planning of our customer experience strategy. No two days will be the same, which is what makes VEGAMOUR an exciting place to work. We are open to remote candidates however, ideally this person will be located in the Los Angeles area with the ability to come into the office in a hybrid setting.
Responsibilities
- Lead a team of customer support agents; motivate the team to reach customer satisfaction goals
- Audit agent performance, giving feedback in real time to improve overall performance
- Supervise inbound ticket volume and redirect agent focus as needed to increase service levels (SOPs) and improve outcomes
- Proactively escalate and follow-up on issues with cross-functional teams regarding delivery logistics, site experience, and new products
- Onboard new agents to ensure they can speak to VEGAMOUR products and policies
- Interact with customers directly as needed via phone, SMS, email, chat, and social comments
- Review key performance indicators (KPIs) like inbound ticket volume, reason for calling,
- Review current processes and identify opportunities for time and cost savings through automation
- Support ad-hoc projects as assigned, representing the customer experience perspective
Qualifications
- 3-5 years of total experience, with time spent in customer service / customer support; 1-3 years as a customer experience lead or supervisor (team of >10 agents a plus, especially if agents are remote)
- Experience in the service / consumer / lifestyle / retail sector experience a plus
- Experience with Gorgias ticketing platform or similar
- Bachelor's Degree or equivalent experience
- Excellent communication skills, both written and verbal
- Adept at responding to customer feedback - ex: Better Business Bureau, Trust Pilot, Amazon, or others - and escalating on behalf of customers
- Attention to detail, strong organizational skills and ability to manage competing priorities and deadlines
- Highly comfortable with ambiguity; experience (and enjoyment in) developing and implementing key operational processes / tactics
- Adaptability to change and ability to thrive in a fast-paced, high-growth environment; comfortable multi-tasking across platforms
- Flexible availability to help lead our 7-days a week team as needed
- Maintain strict confidentiality