Job Title: Customer Success Manager
Reports to: Head of Marketing
We are driven to create innovative products that elevate your daily life. We strive for the extraordinary, aiming to foster great relationships with our customers and craft modern products that are both beautiful and functional. The Customer Success Manager plays a crucial role in our mission to create amazing customer experiences.
We are a company that designs, manufactures, and sells innovative accessories for Apple enthusiasts. We have a loyal fanbase that appreciates great design, product quality and the care we give our customers. In this role, you will provide leadership and direction to our customer service strategy, focusing on fulfilling our consumers' technical needs.
We have put thought and care into every aspect of the products we create, and we want this to be reflected throughout our customers' experiences. As a Customer Success Manager, you will have the opportunity to elevate what we've built to the next level. This is not a call center position.
About The RoleAs the Customer Success Manager, you will be at the heart of our customer experience, managing a department comprised of yourself with support from temporary associates during peak periods. This is an exciting opportunity for a leader who is passionate about providing exceptional customer service and is ready to take ownership of our customer support operations and has a vision for how it can scale as the business grows.
Key Responsibilities

• Customer Support: Handle escalated questions and concerns from shoppers via email and chat, always assuming positive intent from the customer.
• Leadership: Lead and direct our customer service efforts, ensuring alignment with the our brand and delivering measurable value to the business.
• Supervision: Manage part-time agents during key holiday or seasonal periods to ensure seamless customer support.
• Technical Assistance: Fulfill our customers' technical needs, providing expert advice and solutions.
• Administrative Tasks: Perform general administrative tasks to support the customer service department.

Who We're Looking For

• Innovative Leader: Someone who can build on what we've created and elevate our customer experience to the next level.
• Customer-Focused: A professional with a deep understanding of customer service who prioritizes customer loyalty and satisfaction.
• Experienced Supervisor: A leader with experience in a supervisory role, capable of managing and motivating a small team.
• Brand Advocate: Someone who can align customer support with our brand, creating a consistent and exceptional experience for our customers.

Qualifications

• Bachelor's degree or, in lieu of degree, 3 years of equivalent work experience.
• Strong interest in providing great Customer experiences
• Ability to self-manage, organized and able to track progress of themselves & others
• Ability to unpack another’s emotions and respond accordingly
• Leads by example and can get into the details with agents
• Exceptional interpersonal, written, and oral communication; highly skilled communicator
• Experience in handling escalated customer service issues
• Desire to motivate and lead part-time agents with a focus on quality feedback
• Bonus points for experience with Shopify or Warehouse Operating System
• Desire to do the right thing, all the time
• Assist when needed in additional tasks and projects