Customer Experience Manager

About us

Naked & Thriving is an organic, botanical skincare brand focused on helping everyone realize a healthy-looking glow. With 10 years of experience in the USA market, we're all about clean, effective skincare. Our products are organic, vegan, and free from synthetic ingredients, and we are committed to sustainable and green business practices every step of the way. As we rapidly grow and expand into new categories, channels, and countries, customer satisfaction remains our top priority.

What you’ll do:

Lead the Customer Experience team (8 members) in order to:

• Assuring the quality of the team’s customer support is best-in-class.
• Develop insights to improve the customer experience.
• Ensure the team is aligned with our brand’s tone of voice, mission, and values.
• Develop best practices and disseminate to the team.
• Identify processes’ gaps/areas for improvement, and design solutions.
• Keep our response macros up to date.
• Help the team develop/deepen their skills in customer support.
• Help drive customer conversion
• Detect issues and escalate them immediately.
• Provide insights to the rest of the company from our customers' inquiries/feedback.

• Conduct regular coaching sessions, performance reviews, and one-on-one meetings.
• Create intimate connections with customers by going above and beyond to provide best-in-class support. Act as the voice of Naked & Thriving on the front line with customers via email, live chat, phone, and various social media accounts.
• Own customer issues efficiently and effectively, from start to finish, utilizing empathy and
• creative problem-solving skills.
• Develop detailed product and industry knowledge in order to help customers through their decision process and provide personalized recommendations
• Track and analyze key performance indicators (KPIs), including response times, resolution rates, and team productivity.
• Develop action plans to address performance gaps and improve customer outcomes.

Who you are:

• Minimum 3 years of experience in customer support management positions.
• Strong EQ, with a desire to understand customers and their motivations
• Detailed, oriented, organized, and able to document information frequently
• Personable and relatable, with the ability to connect with customers. Calm in stressful situations
• Strong oral and written communication, with a keen eye to determine whether a situation calls for more formal or colloquial language.
• Self-starter who can work independently and think on their feet
• A willingness to proactively challenge the norm, continually pushing us to deliver better service than we did the day before
• Familiarity with Zendesk and/or Shopify is a plus

Job Expectations:

• Must be willing to work US EST hours
• Home Office Setup
• Must be fluent in English

Technical Requirements:

• Must have your own computer desktop or laptop
• Stable internet connection
• A working headset is required for taking calls

Benefits

• USD Compensation
• 100% remote

Actual compensation within the range will depend on factors including experience, qualifications, skills, geographic location, internal equity, and market conditions.