Head of Customer Experience
Location: US, CA, Los Angeles
Department: Customer Service
Employment type: Full-time
Required experience: Director
Required education: Bachelor's Degree
Industry: Internet
Function: Customer Service
Company profile: MeUndies is a lifestyle brand that is transforming the way people perceive and purchase their basics. As a vertically integrated, direct-to-consumer company we do it all: from design and manufacturing, to marketing and web design & development, to fulfillment and shipping, MeUndies delivers The World’s Most Comfortable Basics with a relentless emphasis on quality and service. Our commitment is to deliver a memorable customer experience, and our Customer Experience team spearheads this effort by overseeing strategy, technology implementation, and execution.
Description: THE COMPANY: MEUNDIES (#URL_e6fc0d02eb7453bbad49db5065c41f01aa0ef30715a4292c5be1b3834834f067#)  MeUndies is a lifestyle brand that is transforming the way people perceive and purchase their basics. As a vertically integrated, direct-to-consumer company we do it all: from design and manufacturing, to marketing and web design & development, to fulfillment and shipping, MeUndies delivers The World’s Most Comfortable Basics with a relentless emphasis on quality and service. Our commitment is to deliver a memorable customer experience, and our Customer Experience team spearheads this effort by overseeing strategy, technology implementation, and execution. Highlights: Founded by entrepreneurial Founders passionate about transforming ecommerce.Has experienced double digit year-over-year growth the last several years.Raised over $2M in funding. THE OPPORTUNITY MeUndies is looking for a Head of Customer Experience who has a perfect balance of people skills and operations acumen to lead and scale this team. The Head of Customer Experience will report directly to the CEO. Specifically… Build, inspire, and lead a best-in-class Customer Experience team.Develop omni-channel strategy (email, call, chat, social) for handling all customer touchpoints to ensure on-brand service, and to drive efficiency and consistency of service.Implement KPIs to drive and measure Customer Experience team performance.Create and execute a robust training program (training materials; escalation protocols; pre-sell, up-sell, and retention strategies; product deep-dive guides) to hire, develop, and retain Customer Experience Associates.Capture, quantify, and relay key customer feedback and trends to the team.Forecast contact volumes and develop staffing plan for rapid growth of the Customer Experience team.
Requirements: REQUIREMENTS/QUALIFICATIONS/PERSONAL ATTRIBUTES You have 3+ years leading a customer experience team, preferably in the direct-to-consumer retail market.You maintain a perfect balance of people skills and operations acumen.You’re able to effectively zoom in and zoom out - high-level focus on the bigger picture while getting in the weeds to ensure flawless execution.You excel at empowering others: team members to deliver a memorable customer experience and customers to become MeUndies brand advocates.You demonstrate unwavering patience and an uncanny ability to empathize, build rapport, and connect with people on a personal level.You’re an analytical and tech whiz who is focused on driving results and well-versed in customer management (i.e. Zendesk) and data reporting (i.e. GoodData) tools.You’re a creative problem solver who is adept at rolling up your sleeves and working efficiently in a fast-paced environment.You’re in it for the long haul and experienced at thriving in a fast-paced, startup environment.You don’t take yourself too seriously and believe a winning culture is an essential ingredient to building a great company.
Benefits: WHY MEUNDIES? We're a fast-growing, VC-backed company that is laser focused on owning the basic apparel market, and we're looking for extremely talented and equally fun individuals to play an irreplaceable role in accomplishing that core mission.Our HQ is located in beautiful Los Angeles, CA, and we offer competitive salaries, full health benefits, a generous vacation policy, and all the ridiculously comfortable underwear you can ask for. But on top of free underwear, when you join the MeUndies team you become part of our family: a family striving to create the best lifestyle brand of our generation.So now it’s on you - do you have what it takes? If so, let’s talk.
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