Job Category:

Customer Experience Manager


Pay: TBD

Full Job Description

LOLA is seeking a driven, resourceful and performance oriented manager to lead our best-in-class CX team and spearhead efforts to improve our end-to-end customer experience. The ideal candidate has a passion for delighting customers and a track record of managing high performance CX teams in entrepreneurial growth environments.

What you’ll do:

  • Responsible for the overall success and development of our CX Team (up to 6 associates full-time and part-time)
  • Own overall CX performance, including meeting KPI goals (AFRT, CSAT, NPS, etc.), planning staffing and management of customer channels and platform tools
  • Effectively interview, hire, on-board and train new associates as needed
  • Build and manage weekly reporting and dashboards for CX
  • Lead the strategy to improve NPS/CSAT and decrease inbound volumes
  • Responsible for optimizing CX operations and improving workflows with increased efficiency and productivity while keeping the customer first
  • Personally handle escalated and sensitive customer conversations and/or guide associates to handle these inquiries with confidence and a brand appropriate response
  • Proactively ensure that the voice of the customer is heard across the business to drive key business decisions and improvements
  • Work cross-functionally with DTC, Operations and Marketing teams to identify high-impact projects to our improve our customer journey from end-to-end
  • Partner with stakeholders across the business to prepare for product launches, digital launches, campaigns, promotions and other business updates

Who you are:

  • High performing CX/CS Manager, preferably in e-commerce
  • Familiar with customer service platforms (e.g. Kustomer, Shopify, Recharge, Netsuite, Jira, Solvvy, Yotpo, Delighted, etc.)
  • Confident navigating high pressure situations, with an ability to identify an issue and proactively solve the problem
  • Efficient and clear communicator, written and verbal
  • Incredibly organized with your time, documents, calendar, and project planner
  • Comfortable talking about any health or wellness topic
  • An advocate for your team
  • Start-up experience a plus

Skills:

  • A ‘no task is too small’ attitude, a top-notch work ethic, and are full of energy, grit, and sincerity
  • You love customers and are passionate about delivering exceptional customer service to the LOLA community
  • You have a strong interest in supporting LOLA’s mission to be the first lifelong brand for reproductive health and wellness
  • Able to prioritize and de-prioritize projects as business needs change
  • Balancing business needs with best-in-class customer service
  • Solution-oriented and can think creatively

Employment details:

  • This role is full-time Monday – Friday EST work hours, permanent remote (unless based in Tri-state Area)

Why you’ll love LOLA

LOLA is the first lifelong brand for a woman’s body. Founded and led by women, we’re dedicated to providing an ever-expanding portfolio of trusted products and candid information, so you can make deliberate decisions about your reproductive health. We offer period and sexual wellness products made with premium ingredients like 100% organic cotton. Subscribe to get LOLA delivered on your schedule or choose products à la carte. We make it easy to customize your assortment of tampons and pads, too, because you know your body best.

In 2016, we launched LOLA Gives Back, as part of our ongoing commitment to raise awareness about menstrual inequality, and in 2019, launched a national advocacy and legal campaign to eradicate the sales tax on tampons and pads. With help from our nonprofit distribution partners, we’ve since donated over 5 million period products to low-income, underserved women across the U.S., and become a voice for change in the conversation around reproductive wellness and equity.

At LOLA, we celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veterans status, or disabilities.

Company – LOLA

Website: https://www.mylola.com/

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