Customer Experience Specialist
Location: US, NY, New York
Employment type: Full-time
Required experience: Entry level
Industry: Health, Wellness and Fitness
Company profile: Casper is a sleep startup that re-imagines the experience of purchasing a mattress. We launched in April 2014 with an outrageously comfortable mattress designed by former IDEO and NASA product engineers and sold directly to consumers – eliminating commission-driven, inflated prices. We provide free shipping with delivery right to your door in a mini-fridge sized box and a 100 days money-back policy. We generated over $1 million in 28 days following our launch and have raised nearly $15m in venture funding led by NEA with participation from leading investors including Lerer Ventures, SV Angel, and Ashton Kutcher.
Description: About Casper Casper is a sleep startup that re-imagines the experience of purchasing a mattress.  We launched in April 2014 with an outrageously comfortable mattress designed by former IDEO and NASA product engineers and sold directly to consumers – eliminating commission-driven, inflated prices.  We provide free shipping with delivery right to your door in a mini-fridge sized box and a 100 days money-back policy.  We generated over $1 million in 28 days following our launch and have raised nearly $15m in venture funding led by NEA with participation from leading investors including Lerer Ventures, SV Angel, and Ashton Kutcher.OverviewThe Customer Experience Manager will represent the Casper brand by providing best-in-class customer experience and managing customer relationships throughout the ordering process.  The Customer Experience Manager will report to the Director of Customer Experience.  Key responsibilitiesOn the front lines with customers, acting as the voice of CasperProvide best-in-class customer experience through phones, email, LiveChat and social mediaEfficiently and effectively process sales orders and manage customer relationships throughout ordering processCapture and direct customer insights to all other departments within the company such as technology, marketing, design, and product development teamsContinuously think of ways to improve customer service and operations protocolsWork across functional teams to improve the customer experienceIdentify key metrics by which the Customer Experience team will measure its performanceUpdate and communicate weekly and monthly Customer Experience metricsPresent key findings and improvements to Director of Customer ExperienceHelp maintain company's industry top Net Promoter Score (NPS) ranking in customer happiness
Requirements: 2+ years experience in a customer experience, sales or community development role, preferably at a consumer-centric organization (bonus if it is a startup)Intuitive and possess a high processing speedEmpathetic and clear communicator through all types of communication channelsProblem-solver who understands how to work with all types of customer personalitiesCan prioritize and manage multiple tasks simultaneously. Feel there is no task too small.Detail-oriented and highly organizedAre adaptable and flexible in every situationFriendly personalityKnowledge of Salesforce is a plus
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