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Customer Care Manager

Who We Are

Maisonette is a curated, one-stop shopping marketplace that services a highly fragmented $300B+ children’s goods market. Vogue veterans of a combined 20+ years, co-founders Sylvana Durrett and Luisana Mendoza Roccia, started their business after becoming frustrated when trying to shop for their kids online, finding themselves spending an exorbitant amount of time on numerous sites trying to find unique, quality products they needed for their growing children. Maisonette was founded in 2017 and has raised $19.4M in total funding, led by venture capital firm NEA, and also backed by top tier investor Thrive Capital. We are at a pivotal point in our development and are primed for growth.

What You'll Do

The Customer Care Manager is responsible for the development of the team and ensuring the best possible experience for our customers. This individual will manage up to 15 employees who may be located both in our Brooklyn office as well as employees who may be working in remote locations. The Customer Care manager is responsible for bi-weekly one on one meetings with Customer Care frontline employees as well as achieving performance goals based on identified metrics. This individual will also help identify and champion the needs of the customer with an obsession for identifying and reporting customer pain points, as well as proactively nurturing customer relationships. The role requires a strong demonstrated capability and track record in managing successful Customer Care teams, and driving innovative improvements to help create an industry leading exceptional customer experience.



Responsibilities include:

Leading and empowering a growing team of up to 15+ employees to create meaningful and quality experiences for Maisonette’s customers

Developing, managing, and coaching frontline Sales and Customer Service Associates to focus on delivering an industry leading customer experience

Reviewing and analyzing data to help identify, implement, and maintain processes, procedures and brand standards

Supporting and coaching a successful Customer Care team based on individual and team KPIs

Compiling data reporting and analytics on regular basis to be presented to both Customer Care and company leadership

Collaborating with other leaders as well as frontline team members to create new policies and procedures as well as contributions to both our internal and external knowledge base

Maintaining and helping design onboarding and continuous training both for senior and new frontline employees

Serving as point of escalation for customer issues and answer phone calls, emails, chat messages when volume is high



This position will start off as a remote position. The position will transition to an in-office position in Brooklyn, New York, in September, 2020 (or when it is safe to do so).

What You'll Bring

5+ years of operational and leadership experience in Customer Care, ideally in high-growth environments

Experience creating high performing teams that deliver exceptional customer experiences based on data-driven insights

Excellent communication and interpersonal skills with the ability to streamline diverse perspectives

Ability to work independently and make sound decisions when faced with ambiguity

Empathetic nature with a relentlessly optimistic attitude

Experience leading, building, and coaching team members

Willingness to roll-up sleeves and work with team members in a hands-on capacity

Interested?

Send your resume to careers@maisonette.com with "Customer Care Manager" in the subject line!