Full job description

Reporting to the President, this special person will be responsible for leading our customer service team and operations in delighting our customers.

Our customer service squad is made up of the brightest, nicest people who make our beloved customers their number one priority. Our goal is to build complete trust in our brand and our mission through remarkable customer service. If you’re looking for a role that improves lives around the world with a company whose mandate is to make a difference, this position is for you.

What you’ll do

:Lead and Manage Customer Service Operation

• sLead, coach and develop a strong full and part-time agents toward achieving top tier customer service while promoting a positive and delightful working environment; includes regularly scheduling 24/7 rosters, assigning various activities/projects and prioritize workload for agents; payroll/invoice management for agent
• sRecruit, onboard and train new team members to consistently delight our customers in our brand voic
• eMaintain and evolve customer service processes; cascade and bridge communications on business priorities through weekly update
• sAct as the primary escalation points to customer claims and issues; liaise with Operations and Marketing team to provide recommendations and administer resolution
• sImplement new initiatives and ensure SLAs are met with high levels of customer satisfaction, including establishing responses for emerging issues and writing answers to FA
• QWork proactively to prevent or manage major customer service issues (ie. backorders, product recall, fraud prevention, etc.
• )Accountable and responsible for developing and reporting customer service KPI’s to meet team objective
• sSubject matter expert and admin responsibilities in utilizing customer service tools such as our ticket and return management system

sSpecial Project

• sIdentify opportunities and develop strategies to improve operational processe
• sAssist in onboarding new employee
• sAssist in Planning events and employee engagement activitie
• sWork on any project that may come up – you are flexible and prepared to roll up your sleeves to help wherever neede

**d

Who you ar**

• e:Positive, organized and excited customer service leader with a growth mindset to lead our team in delivering a delightful experience to all of our supporter
• s.Always looking for the right solution to every proble
• m.A champion for the customer experience. When we’re developing new products, processes and programs, you’re always thinking about how to make it a great customer experience from start to finis
• h.Ready to work one-on-one with our team members to develop their skills and identify areas for improvemen
• t.Excellent communication skills, both written and verb
• alExcited to adapt and evolve in a dynamic environment. We’re a small company, but we’re growin
• g!Open-minded with a global mindset, curious to understand and learn new perspectiv
• esSuccessful candidates will be passionate about our mission, our dolls, and our customer
• s.Experience as administrator for ticket management tools such as Zendesk considered an ass
• etExperience with tech stack and with e-commerce platforms such as Shopify considered an ass
• etExperience with ecommerce or consumer order processes preferr

**ed

Working with**

us:We are an equal opportunity employer. We are committed to providing an inclusive, safe, and equitable work environment for all employe

es.We off

• er:comprehensive health insura
• ncecompany eve
• ntspaid time
• offdiscounted produ
• ctshybrid office / work from home sched
• ulecasual dr
• essdiscounted / free f
• oodon-site park

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