People, Person, Computer, Electronics, LCD Screen, Laptop, Pc

Customer Success ManagerUnited States

Earny

Customer Success Manager

United States

In order to achieve the Earny vision and ensure that our millions of customers are getting the best possible care and information, we are seeking a highly talented individual to lead our customer support team.

This role will report directly to the company's COO and you will have full responsibility for managing a team of customer support representatives. There will be many challenges to overcome!

The role requires someone with a high skill set in problem solving and is intended for someone who is eager for enormous responsibility at an early-stage company. You'll work in a fast-paced, rapidly growing, hybrid technology and operational environment. If you are someone who never settles for good enough and always go above and beyond for a customer - we want you!

Who we are:
With one click Earny (www.earny.com) gets you money! Earny is a personal assistant that automatically gets you money back on almost every purchase. Earny uses low-latency price tracking to identify the lowest possible prices, and obtains refunds using credit card price protection.
Every year, online shoppers in the US lose 50 billion dollars in unclaimed money, and we've developed an elegant way of returning that money back to our customers. Our simple customer experience means sophisticated back-end decision-making on their behalf.
We're currently looking for innovative and passionate people, who are eager to make a difference and play a vital role in Earny's growth and success.

Job Responsibilities:
In this role, you'll lead a team of front line customer service reps. to solve customer contact, delivering outstanding service outcomes in a cost effective and scalable way. You will coach and develop this team to internalize how their work impacts broader Earny goals. You will drive customer-focused process design and workflow improvements that scale in a hyper-growth environment.
  • Resolve complex customer complaints via phone, email, or social media
  • Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Hire, train, supervise and optimize our customer success and customer support team
  • Help make more customers enjoy Earny. You will work between the product and tech teams to help streamline process and solve issues for our users
  • Build an outstanding performance culture. Effectively manage and scale a multi-layered, high-performance team to ensure we operate with excellence at every level
  • And of course, the happiest customer contact is one that doesn't need to contact Earny. You will play a leading role in leveraging data to identify contact trends and recommend solutions that prevent customers from needing to contact us in the first place.

Required Qualifications:
  • 2-3+ years of customer service experience preferably within E-commerce and consumer services
  • Exceptional organizational skills
  • Experience working with Zendesk
  • Independent and able to get things done
  • Team Management experience, preferably managing off-shore teams
  • Exceptional oral and written communication skills
  • Friendly and outgoing personality with an "everything is possible" attitude
  • Experience owning and driving significant improvement in operational KPIs
  • Demonstrates strong analytical ability and the ability to leverage data from third party operations tools to solve business problems
  • Experience developing, implementing, and refining customer operations measurement methods and holding team accountable to hit ambitious customer satisfaction goals.

What's in it for you:
  • Competitive salary
  • Stock options
  • PTO
  • Casual work environment
  • Medical, dental, vision, life insurance, etc.
  • Catered lunches 2x per week

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