Director of Customer Experience

Los Angeles, California, United States · Operations

Description

We are seeking a dynamic, passionate and driven individual to join the team as our Director of Customer Experience. Intimate and timely customer communication is the foundation of our brand; this position requires a creative approach to maintaining and streamlining our existing CX workflow with an emphasis on innovative technologies to help further this achievement.

As Director of Customer Experience, you will represent the tone of voice for our brand by taking ownership of the back-end infrastructure of our sales and communication portal. This includes responding to and organizing the stream of inbound conversations along with strategizing routine outbound communication to improve retention and maximize reorder rates with current customers.

Beyond daily responsibilities, we are looking for a leader in this category of the company to hire, train and aggressively scale our customer experience team. You will be in charge of coaching the team and implementing reporting metrics to enforce accountability in the quest to maintain best-in-class communication standards and a steep growth trajectory.

Requirements

This role is fast-paced and requires full attention of the candidate & constant communication with our team. We are looking for a passionate, motivated and highly organized individual with self-starting tendencies and a bias towards action. The ideal candidate will feel confident representing the voice and general tone of the company, along with comfortable handling and digesting a large amount of real-time data.

Benefits

Competitive Salary, opportunities to grow within the company and shape our growth strategy, Full medical benefits (including dental & vision), A human-centric culture inclusive of wellness perks (Free SoulCycle classes), etc.

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