Customer Service Manager HowAboutWe
THIS JOB HAS EXPIRED Who We Are
HowAboutWe is the modern love company. We help people fall in love and stay in love.
We're a well-funded ($18.5mm), rapidly-growing startup with headquarters in Brooklyn, NY. We build breathtaking products that transform people?s lives. You can read more about us here.
We have three main products:
-HowAboutWe Dating is the offline dating site. Members post date ideas, connect, and meet - offline.
-HowAboutWe for Couples helps couples have wonderful experiences together. Members choose from our curated collection of one-of-a-kind experiences for two; we take care of all the booking. It?s the must-have membership for the modern couple.
-The Date Report provides engaging, entertaining and enlightening content about dating and relationships.
In this role, you will oversee the customer service interactions for both the Dating and Couples products. As HowAboutWe scales across cities, countries, platforms, and services, you?ll be an instrumental part in creating rock-solid, air-tight support systems that leave people satisfied, delighted, and eager to tell others about their excellent experience.
The Customer Service Manager will be uniquely positioned to work with every department of HowAboutWe -- product, design, operations, editorial, brand, mobile, the blog, media strategy and more -- and will help craft a critical part of the user experience.
Your responsibilities will be part hands-on tickets, part escalated challenges, part systems-building. You?ll take a upper-level look at our tickets and devise solutions that make an impact. In addition, you will:
-Manage the freelance customer service teams for Dating and Couples
-For both products, you'll:
-Establish comprehensive success metrics and institute plans to meet goals
-Improve current systems and build new ones as the product scales across cities and features
-Troubleshoot tech and billing issues; take ownership over resolution
-Implement customer service feedback loops for applicable team members
-Propose community-focused product solutions to the development team
-Oversee all customer service hiring and build staffing structures
-Be a devoted, vocal advocate for customers and go-to resource for the user perspective
-Analyze ticket-related data and create solutions
-Monitor product reviews and forums; develop action plan as necessary
Work with Community Director on cultivating evangelists, super-users, and success stories
-For HowAboutWe for Couples, you?ll also connect with the Fulfillment Manager and VP of Sales on evaluating the full user experience
The ideal candidate is empathetic, clear, organized, articulate, and relentlessly systems-oriented. In addition, you:
-Can feel inefficiencies in your bones and have the foresight and organizational know-how to stay ahead of the curve
-Equally comfortable on the phone with a customer, presenting for your coworkers, and in front of a spreadsheet
-Able to find and analyze meaningful data -- then translate into action
-3+ years in a customer-facing and/or operations role, with experience managing and scaling a customer service team. Startup/tech experience a major plus
-Experience with Zendesk or similar software
-Proven track record of creating systems that made an impact
-Collaborative, curious attitude that can work well across departments
-Passion for helping others and the leadership skills to inspire others to do the same
-Ability to work in a fast-paced, nimble, and entrepreneurial environment
-BA/BS is required
-Competitive Salaries and Stock Options - We pay highly competitive salaries in addition to significant stock options.
-Continued Learning - We'll pay for team members to attend conferences and get coaching to continue learning their craft
-Health Insurance, Vision, and Dental ? Exceptional Health Benefits.
-Ten Paid Holidays - Our office closes for all standard paid holidays.
-Fifteen PTO Days - We encourage all team members to take vacation and recharge.
Food & Drink - Stocked fridge, some team meals, etc.
This position is for full-time employment on-site in our office in DUMBO. We will support relocation for the right candidates.
To apply please first check out our site and make sure you love our work and want to contribute to it. Then please send a resume and cover letter to Jessica Tom, Director of Community at firstname.lastname@example.org.
THIS JOB HAS EXPIRED