In this role, your work will have a major impact on

• Building a product that's a key part of our customers' everyday lives and empowers them to heal their bodies and minds and eat the best food every day

• Building and inspiring a global team (currently only US-based) of customer happiness associates with employees spread out across the US and internationally

• Our recruiting, onboarding, training, performance review, feedback, tracks, compensation, and more for the customer happiness team

• Ensuring our customers have a voice, feel heard, and have the best possible experience with every single interaction with our customer happiness associates

• Leveraging the customer happiness team to fill in the gaps where our technology doesn’t yet exist

Responsibilities

• Provide us with clarity around what a world-class customer happiness team should look like and how it should operate and scale and create a roadmap that will get us there as quickly as possible. Execute against that roadmap and track success over time. Weave this into our OKR process.

• Solve for coverage during off hours (weekends, evenings)

• Ensure that we have adequate coverage 24 hours a day, 7 days a week relative to ticket volume

• Ensure the team is never short-staffed and is never the bottleneck to growth, while still maintaining world-class service

• Collaborate with the Senior Product Manager to set up a process for associates to identify and document bugs and communicate findings to the tech team in a way that saves them time investigating and allows them to hit the ground running with fixing the bug

• Collaborate with the Director of Business Development to set up processes and training that ensure associates are efficiently helping with account management for influencers, Ambassadors, partners, and more

• Build a team structure with tiered levels of service, tracks, and customer happiness associate compensation to optimize the team’s P&L as we scale (ie Where can we hire associates remotely for less to cover the easiest tickets? How do we recruit and train them? How does this affect compensation of associates who are more highly skilled? What are the different ways an associate can move up within the team and outside the team?)

• Lead and inspire the Customer Happiness Team and the strategy around it (goals, what success looks like, key milestones, resources needed, etc.), including weekly and monthly 1x1s (all documented), weekly team meetings, SOPs, and more

• Set up and own all HR processes for the customer happiness team: compensation, training, onboarding, raises, tracks, recruiting, retention, etc.

• Set up KPIs for the team and report on them monthly

• Send weekly Customer Happiness email updates to the company covering progress toward OKRs, what was accomplished last week, what’s coming up this week, offers extended, departures, etc.

• Collaborate with our Customer Happiness Training Manager to set up recruiting processes and training to improve our ability to recruit the right people and get them up and running more and more quickly over time. Track success over time and share data, insights, and next steps.

• Help with recruiting and developing world-class training modules as needed

• Research training technology and make recommendations for how we can do things more effectively leveraging existing tech

• Ensure every person on the team understands and feels connected to our mission, vision, and values. Find creative ways for this to happen, such as setting up a way for employees to “grocery shop” at work for healthy food

• Ensure everyone joining the team feels they’ve gotten world-class onboarding and continuous training and development and were set up for success

• Learn about what your teammates truly care about in order to feel valued and connected to the mission and build these learnings into team initiatives

• Be in Concord as often as needed to succeed in your role, likely at least 1 day a week long term and 2-3 days a week to start

Long-Term Stretch Goals for this Role

• The cost of this team decreases relative to revenue as the business grows, while still providing world-class service and response times

• Media coverage on what an amazing customer happiness team we have

Desired Skills and Experience

• 4+ years experience in managing a customer service or customer happiness team with remote employees

• Experience in the wellness or lifestyle industry a plus

• Exceptional communication and writing skills

• Ability to work proactively and effectively, with minimal guidance and oversight

• An exceptional creative problem solver

• Empathetic and good listener: able to truly understand employees’ needs and pain points

• Decisive, action-oriented, scrappy and resourceful

• Team player: you put the good of the team and business first

• Scrappy: you’ll figure out a way in at all of your targets no matter what

• Able to put infrastructure and processes in place where there are none

• Comfortable working in a fast-paced entrepreneurial environment where everyone is expected to make a big impact

• Flexible, well-organized and able to manage a high-volume workload and numerous projects simultaneously under deadline pressures

Benefits

• The opportunity to do meaningful work and help people live healthier, more vibrant lives

• A collaborative team environment where you'll have the opportunity to contribute to, work with and learn from other smart people

• Generous compensation, equity participation, and comprehensive health, dental, and vision

• Plentiful vacation and holidays

How to apply: Send your resume and cover letter to help@gomethodology.com, attn: Giles Oches