Member Success Manager

Title: Member Success Manager

Location: Napa (on-site)

Compensation: $79,000 - $95,000

You are a 'player-coach,' overseeing and actively participating in the daily activities of the Member Success team. This role requires balancing hands-on member support with leadership responsibilities, ensuring that our members receive excellent service by coaching team members, managing customer inquiries, and continuously improving processes. You will lead by example, providing mentorship while also directly engaging with member issues to ensure a high-quality customer experience.

What you will be doing:

• Supervise, lead and mentor the Member Success team to ensure high-quality customer service; provide leadership guidance and support to ensure adherence to company policies and standards.
• Facilitate ongoing training for new and existing staff on customer service procedures; monitor team performance to ensure KPI and service standards are met.
• Conduct quarterly and annual performance reviews, provide constructive feedback, and help identify opportunities for team members' growth.
• Schedule and coordinate team shifts to ensure adequate coverage during peak season.
• Foster a positive and collaborative work environment.
• Address escalated customer concerns and resolve issues promptly ensuring prompt and effective resolution while maintaining a positive customer experience.
• Ensure all customer inquiries are addressed efficiently in a professional manner, maintaining high satisfaction levels.
• Analyze customer service metrics and reports to identify areas for improvement.
• Implement streamlined processes and best practices using Zendesk for ticket management, ensuring timely follow-up and resolution of issues.
• Collaborate with other departments to improve customer experiences.
• Oversee the customization and optimization of Zendesk features to better serve customer needs.
• Provide training and support to member success team members to ensure Zendesk is used effectively.
• Track and analyze Member Success metrics, such as response time, resolution time, customer satisfaction, and team performance.
• Monitor industry trends and customer preferences to adapt service strategies accordingly.
• Other duties as assigned by President.

What you bring:

Education/Experience:

• Bachelor’s degree in Business Administration, Hospitality, or a related field preferred.
• Minimum 3-5 years of experience in customer service role or management certification (e.g., Customer Service Excellence, management Courses) are preferred with at least 1 year in a supervisory or leadership capacity, preferably in the DTC wine or beverage industry.
• Strong experience in conflict resolution, team management and process improvement. Proven experience using Zendesk or similar customer service management platform.

Knowledge:

• Wine industry and wine product knowledge preferred; Understanding of customer service best practices and performance metrics. Understanding and application of time management principles with ability to multitask in fast-paced environment.

Skills:

• Ability to provide exceptional customer centric service to our clients. Excellent verbal, written and interpersonal communication skills with the ability to problem-solve using a customer-centric mindset. Strong leadership and team-building skills; Demonstrated proficiency in data analysis and reporting to drive decisions.

PHYSICAL DEMANDS:

• Prolonged periods of sitting/standing at a desk and working at a computer. Must be able to bend, twist, reach as needed. Able to lift and move 35 pounds without assistance.