Backbone

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往 Customer Experience Manager

  • Customer & Community
  • Full-time
  • US
  • Remote friendly

2021-08-08 18:48:50 UTC

Were looking for a Customer Experience Manager who will help drive forward our strategy and vision, by building and leading an outstanding customer support team. Backbone is only successful because of its customers, and we need someone who can consistently advocate for our customer throughout their pre and post purchase journey.

The Customer Experience Manager will grow a team of high performing, front-line customer support specialists to ensure we can support the continued growth of the company both in reach (from primarily US to Global) and in complexity (from one hardware and one software product, only on iOS to multiple SKUs on multiple mobile platforms.) This position will report directly to the COO in Vancouver, WA and work closely with other functional leaders within the company to ensure we are building the best experience we can for our customers.

Responsibilities:

  • Lead and grow a customer centric, motivated and high performing support team

  • Cultivate a strong team culture, focused around serving the customer and going above and beyond

  • Align with company leadership around operating processes and team performance

  • Handle the day to day operations of a front line support team, including scheduling, training, 1:1s, knowledge management, etc.

  • Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics

  • Empower your team to surface issues that help Backbone build better products and experiences

  • Collaborate with other cross-functional partners (e.g., product, engineering and design) to iterate on internal tooling

Requirements:

  • 4+ years of experience in operations or customer support

  • 2+ years prior people management experience

  • Ability to inspire and motivate individuals and teams

  • Excellent written and verbal communicator

  • Ability to operate effectively under pressure and deliver results

  • Ability to use data to inform key decision making and monitor individual and team performance

  • Ability to maintain team budget and oversee resource allocation as team grows

  • Ability to balance contending priorities with consistent record of delivering results

What Would Stand Out:

  • Previous experience at an early-stage startup

  • Relevant direct-to-consumer ecommerce support experience

  • An interest in the gaming industry