Director of Customer Experience

Carpe - Director of Customer Experience

JOB DESCRIPTION

Carpe is the next generation of sweat care. We're reimagining the antiperspirant industry by creating science-backed, effective products that make sweat irrelevant. Founded by two sweaty guys, we're looking for a Director of Customer Experience to help us reach our ambitious growth goals and join our team based in Durham, North Carolina.

We’re looking for someone to upgrade the customer experience for the millions of Carpe customers that purchase through the website and Amazon every year.

The job requires a strong drive to improve every facet of the customer experience. You will need to collaborate with Marketing, Ecommerce, and Customer Service to ensure a seamless customer response strategy that matches the tests and updates from the Ecommerce and Marketing teams. This role will ensure Carpe is delivering a best in class customer experience across all channels throughout the year.

Responsibilities:

• Manage a team of customer support representatives handling inbound inquiries via email, chat, and other channels with the ultimate goal of driving higher customer retention, revenue, profit, and reducing refunds.

• Analyze customer data to identify key trends, and devise effective strategies aimed at enhancing customer loyalty and reducing churn. Take proactive steps to implement these ideas, continuously seeking to innovate and improve the customer experience.

• Facilitate clear and continuous communication between Customer Service and various departments (Ecommerce, Marketing, etc), promoting a unified customer-centric approach.

• Build new processes to provide Ecommerce and Marketing teams feedback on promotional confusion, site/product feedback and cart/checkout issues that prevent customers from converting on mycarpe.com.

• Analyze customer feedback and understand the entire end-to-end customer journey to provide recommendations on improvement of processes while prioritizing customer retention, revenue, and profitability.

• Develop and implement customer support policies, procedures, and standards to ensure consistent and efficient service delivery.

• Constantly seek opportunities to improve key performance indicators, including customer retention rates, average resolution time, and overall customer satisfaction scores.

Basic Qualifications

• Data Driven: Demonstrates a strong ability to analyze customer interaction data and sales metrics to identify trends, forecast outcomes, and drive decisions that enhance customer satisfaction and business performance.

• Results-Oriented: Constantly seeks opportunities to improve key performance indicators, including customer retention rates, average resolution time, and overall customer satisfaction scores.

• Organized and Adaptable: Able to stay organized and thrive in a fast-paced environment, maintaining effectiveness when dealing with different projects or priorities.

• Resourceful and Detail-Oriented: Brings a solution-based attitude to the role, ensuring that every customer interaction is handled with care and precision.

• Leadership: Combines strong empathy for customers with a strategic focus on revenue and growth, inspiring customer-facing teams to excel.

• High Pressure Resilience: Capable of managing high-pressure situations effectively, demonstrating excellent problem-solving skills to keep team performance on track.

Preferred Qualifications

• Understanding of basic eCommerce operations.

• Demonstrated success in driving customer retention, renewals, and upsells across diverse customer segments

• At least 3 years of experience in managing customer service, ideally within a direct-to-consumer, ecommerce setting.

• Effective communication and project management skills.

Schedule and Benefits

• Target Start Date is April 2025

• Full Time - Salaried

• Office is in Durham, NC.

• In-person work is preferred.

THIS IS THE ONLY ONE WAY TO APPLY

Write a non-GPT paragraph about why you’re interested in this role and why you think you’d be a good fit.

Email jess@mycarpe.com with the paragraph referenced above in the body of the email with your resume attached as a PDF.

Applications not submitted per the above directions will not be reviewed.

Job Type: Full-time

Pay: From $50,000.00 per year

Shift:

• 8 hour shift

Ability to Commute:

• Durham, NC 27701 (Preferred)

Ability to Relocate:

• Durham, NC 27701: Relocate before starting work (Preferred)

Work Location: In person

Salary : $50,000