CarWoo (YC S09): Looking for someone awesome to help scale customer service
Manager, Customer Service Operations

About You

Customer service is more than a job for you. It's a way of life. You get a thrill out of making customers happy, and seeing your team do the same. You're driven and you always get the job done, but you have a playful side and know when to laugh with your team, build camaraderie, and get them excited about the mission they are on. You can switch contexts quickly. One minute, you're going the extra mile to thrill a customer, the next, you're diving into a spreadsheet to analyze operations and see where you need to improve.

You are looking for a group of passionate people who share your vision for what customer service should be. You're looking for the flexibility to be quirky and fun as you really wow customers. You're ready to sign up for a mission where you will play a key role in redefining an industry.

About CarWoo!

Located in Silicon Valley, CarWoo! is a game-changing Internet company dedicated to providing the best online buying and selling platform for car shoppers and the dealers who service them. Transparency and great customer service are at the center of our mission. In the CarWoo! MarketPlace, consumers can select the type of car they are interested in, find and communicate anonymously with dealers, compare offers, and ultimately make a confident purchase decision. Dealers have the opportunity to receive never before available competitive intelligence and insight into the behavior of qualified, online buyers. CarWoo! is expanding its business every day and has been featured on The View, The Today Show, CNN Money, and other leading national media outlets.

Learn more about CarWoo at http://carwoo.com/about

Job Description

You will run the CarWoo! Customer Happiness team, and report directly to our COO. You will define, implement, and optimize all call center and online communication policies. You will help your people grow and learn and improve; resolve conflicts; ensure work product consistently meets established standards, and generally be there to make sure the ship is sailing smoothly.

Lots of feedback from customers will get thrown at you, and it will be up to you to organize that feedback and work closely with the Product Team to define and implement product improvements, including admin tools and applications. You will rely on extensive operational and call center experience and judgment to plan and accomplish goals.

Measures of success for this role shall include, but not be limited to:
Time to first response for service tickets
Time to resolution for service tickets
Customer (consumer and dealer) satisfaction scores
Ensuring 3 dealer offers are made to consumers (deal satisfaction rate)
New dealership and salesperson signups
Dealer subscription package upsells
Net promoter scores for the CarWoo! service

Duties*

Above all else, provide amazing customer support to CarWoo! Users via phone, chat, email, and text
Recruit, hire, motivate, and mentor Customer Happiness Reps
Manage call team potentially as large as 10+ people
Develop training programs for new hires and when implementing process or product changes
Schedule employee shifts, managing for anticipated spikes and lulls in traffic
Clearly identify metrics / key performance indicators to measure employee productivity relative to goals for performance reviews
Perform statistical analysis on volumes of outbound and inbound calls, new consumers, dealer offers, satisfied (3 or more offers) and unsatisfied (less than 3 offers) deals, and other key metrics
Define and advocate for product changes that improve operational efficiency
Translate dealer and customer feedback into cogent feature/functional recommendations
Support Dealer Sales team to maximize team performance (exceed quotas, maximize consumer engagements, minimize dealer attrition)

Qualifications and Skills

Must have 3-5+ years experience in call center operations management and personnel management with a special focus on outbound call centers
Familiarity with call center operation work flows
Basic understanding of dealer sales department workflows is a plus
Strong communication, leadership and management skills.
Demonstrated and proven ability to recruit, hire, train and retain effective outbound call center agents
Ability to analyze statistics and define operational efficiencies as they pertain to call center operations
Comfortable with analytics tools including spreadsheets and databases
Eagerness to work in a rapidly growing start-up environment
Outgoing, persuasive, success-oriented personality
College degree (or substantial equivalent life experience)
Compensation
*Salary plus bonus based on achieving and exceeding quarterly goals

Email rudi@carwoo.com if you are interested, and tell us why you're a good fit. In the subject line, write "Customer Happiness Manager"