Senior Manager, Customer Care Gemvara
The Role: Senior Manager, Customer Care
About Our Company:
Gemvara?s mission is to make sure that every customer gets exactly what they want. We strive to build meaningful relationships around uniquely special life events that ensure our customers trust us with these once-in-a-lifetime moments. Engagements, new babies, birthdays, anniversaries, graduations and commemorating loved ones are just some of the special life moments that we get to be part of.
We want everyone who interacts with Gemvara to have the most memorable experience possible, in every sense of the word. We are dedicated to providing a customer experience that is as personalized and unique as our beautiful jewelry. Inspired by "vara," the ancient Sanskrit word for wish, every piece of Gemvara jewelry is customizable to perfectly suit our customer?s style and budget. We offer our customers innovative styles in their choice of gems and precious metals.? But even more than that, we ensure that memories that last a lifetime happen flawlessly.
Gemvara was listed as one of the 50 fastest growing companies in the US by Inc. Magazine last year and were also selected as one of ?Oprah?s favorite things?. Even without these accolades we know we?re on to something special after helping tens of thousands of loyal customers create meaningful jewelry since 2011. Driving this is our dedication to the customer experience and ensuring EVERY customer is delighted. We?re hoping to continue to build out our A+ team to support our rapid growth and are looking for passionate individuals looking for a challenge.
Keeping our customer at the forefront of every decision, you will manage our Team Leads directly and our 24/7 Jewelry Consultants indirectly. We have a unique model with part- and full-time remote and in-office JC?s. We are available 24/7, 365 days a year. We are looking for someone who thrives in a fast-paced, continually changing environment.
What You'll Do:
As the Senior Manager, Customer Experience you will be responsible for managing the day-to-day activities of our 20-25-seat remote and in office call center. One of the primary responsibilities of this position will be to ensure that every customer experiences a consistent level of service whether they contact us via phone, live chat or email. You will also be responsible for scaling our people and processes to meet the ever growing needs of our business.
Your Responsibilities will Include:
Driving customer satisfaction
Develop and implement training to ensure proper JC demeanor, product accuracy, technical accuracy, conformity to company policies, and overall customer satisfaction
Using our NPS surveys, continually evaluate improvements for customer satisfaction
Ensure customers are receiving timely resolution
Scaling and standardizing to ever increasing business needs
Making sure we have the right people in the right seats at the right time
Implement processes to accommodate scale to business needs
Continually identify opportunities for technology and systems that support our exceptional customer experience
Strategic Planning and Cross-functional communication
Continually refine and report on necessary metrics to drive operational efficiency and customer and employee satisfaction
Work closely with JC Sr. Director to call out key learnings and findings
Skills & Experience You?ll Need to be Successful:
3-5 years Customer Service management experience
E-commerce/Retail experience scaling a team and systems
Strong analytic and problem-solving skills
Must have passion for exceeding customers expectations
A good sense of humor and ability to thrive in a fast-paced ever changing environment
||Boston, MA |