Customer Experience Manager

About Us

Sparrow is a modern, leave management HR software - the first end-to-end solution for all kinds of leaves. With incredible traction, thousands of leaves managed - we are positioned to be an industry leader. Our leave specialists are experts that care about helping employers and employees when they need it most. With negligible customer churn and an NPS score of 76, we know that our customers love us.  

Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.). Currently, the leave management process is painful and inefficient for everyone - company leaders struggle to keep up with regulations and processes that change frequently, and the employees going on leave are overwhelmed by bureaucracy at an exceptionally important juncture in their career. Sparrow transforms this ordinarily tedious, error-prone, complex to remain compliant, and time-consuming process into a 30-minute end-to-end experience saving teams time (20 - 40 hours per leave) and money (up to $30K per leave).   

Sparrow is headquartered in San Francisco with remote employees across the country. Sparrow is a diverse, highly talented, and supportive team. Together, we are hardworking, collaborative, smart, and humble—after all, we’re solving real problems.

About the role

We’re looking for an experienced people leader to coach an elite group of Leave Specialists as they maintain an impressively high level of customer satisfaction and engagement.

As part of Customer Experience leadership, you’ll focus to ensure your team provides Sparrow’s world-class experiences for every client and every employee. This role is very hands-on, thoughtfully coaching and developing your remote team. 

• Manage and Develop a Team of Leave Specialists:
• Manage and inspire a group of passionate leave specialists who support our clients and their employees through various channels.
• Provide consistent, thoughtful, tangible, in-the-moment feedback to direct reports and peers to boost growth and performance.
• Design and implement professional development plans to thoughtfully move your team to that next level. 
• Motivate and celebrate your team through meaningful 1:1’s and team meetings.
• Host virtual enrichment sessions and team-building events to strengthen alignment with Sparrow’s values and to foster community.
• Track and report performance metrics and team KPIs and use the resulting insights to inform team  priorities.

• In collaboration with the Sparrow team, build a better product:
• Collect and share product feedback that your Specialists receive during customer interactions.
• Evaluate our impact at each leave lifecycle.
• Help design and implement process improvements to resolve inefficiencies and address customer pain points. 

About you

• 5   years of proven people management experience 
• Effective coaching a team of 8 or more
• Ability to understand and manage your emotions positively to empathize with others, overcome challenges and defuse conflict
• Expert at providing direct, honest and actionable feedback
• Strong knowledge of customer experience principles and practices, and a knack for creating world class customer experiences
• Skilled at working well with others to identify, collaborate on and drive initiatives that prioritize customer happiness and employee satisfaction
• Displays kindness and optimism at every turn
• Thrives in a fast-paced, ever changing environment
• Expert at using data to inform decisions and gauge performance

Why Sparrow? 

Sparrow is making it possible for more companies to support their employees at the time when they need it most. We significantly improve the lives of those we support. We strive to be the best in the industry by addressing long-standing problems in the process and providing exceptional service. The insights you will gain in customer needs will make you an invaluable team member for our product and engineering team. We are a tight-knit team that works hard to achieve goals and still makes time to have fun.

To learn more about the Sparrow team and its benefits, check out our careers page. Our compensation packages are competitive and we believe in paying for performance.

Sparrow is proud to be an equal opportunity employer that believes in diversity. We hire great people from a wide variety of backgrounds because it makes us all stronger. 

In your cover letter, please include answers to the following questions:

• Why Sparrow?
• Why are you a good fit for this role?
• What qualities make you a great people manager?

Salary : $30,000 - $0