Customer Care Manager
Who We AreMaisonette 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 DoThe 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.
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 Bring5+ 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