Drop customers are more than product buyers: they are our community. They are bakers who inspire us; they influence our recipes, business partnerships, and product enhancements. We take our responsibility to this community seriously, so naturally the role to look after these customers is of the utmost importance.
We're hiring a Customer Happiness Manager to join our team in San Francisco. If you, or anyone you know, is interested, please email your resume to email@example.com. All the deets are below:
Here at Drop we aim to create joyful experiences that bring people together in the kitchen and around the table. This fall, we will be launching an innovative recipe platform and iPad-connected kitchen scale, which intuitively guides home cooks step-by-step through finding, making and sharing their delicious dishes and other flavorful creations.
We’re looking for someone who will jump in as our first “on the ground” customer happiness employee. This person will develop systems and workflows to ensure that customer issues are promptly and properly addressed, and as Drop grows the Customer Happiness Manager will lead additional support staff. They will be in charge of handling all social media channels - as a promotional and conversational tool, as well as a customer service hub. This position also includes fostering an online and offline community with our users - developing and becoming 'the voice' of Drop.
Manage ZenDesk platform (or similar equivalent)
Create efficient workflow to handle issues that are communicated various forms: email, phone, chat, and snail mail
Develop and implement Customer Happiness training program
Establish and monitor performance indicators using ZenDesk data
Identify and communicate key issues to Drop team members
Determine key performance indicators
Work closely with the founding team to understand the product and end customer needs.
A healthy appetite and passion for delicious food.
3+ years experience with ZenDesk (or similar equivalent)
3+ years management experience: a track record of prioritizing, strategizing, and training
Experience with returns, retail and warranties
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment
Evaluate and implement potential new tools to offer a multi-channel support
Develop and implement policies and processes (returns, warranties,...etc) to deliver superior customer experience
Develop and implement scalable hiring processes as the team grows
Provide feedback to team members on daily, weekly, monthly and quarterly basis; develop appropriate performance targets and review performance against goals
Implement enhanced reporting, managing departmental goals & KPIs