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    Head of Customer Experience - New York, United States - Infinite Objects

    Infinite Objects
    Infinite Objects New York, United States

    5 days ago

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    Description

    **Head of Customer Experience (E-Comm)**

    New York, NY / Infinite Objects / Full Time **The Company** Born from R&D work with GIPHY, Infinite Objects is a quickly growing New York City based startup building novel and compelling ways to elevate, value, and experience video. We believe that video and NFTs should be appreciated the same way prints and photographs have been for centuries not just trapped in our phones and laptops.

    Our permanently treated displays have no buttons, apps, or connectivity, and bring scarcity and value to video content in the real world for the first time.

    Weve partnered with artists like Beeple, publishers including CNN, platforms including SuperRare, and events from ComplexCon to Art Basel, and CES. Infinite Objects investors including Dapper Labs, Serena Williams, Kevin Durant, Sound Ventures, Betaworks, Courtside Ventures, and more. IO has been included in TIME magazines best inventions of the year list for two years running, and has seen press in WSJ, Vogue, Forbes, The Strategist, and more.

    Join us in finding creative and cutting-edge ways of defining a new product category for how we appreciate, sell, collect, and value digital content.

    **Benefits** IO offers the following benefits for qualifying full-time employees: Company equity Health/vision/dental Unlimited PTO 401k Commuter benefits Wellness benefits including contributions to fitness classes Employee development

    **The Role**

    We're growing quickly and need to start building out a solid team foundational processes to ensure best in class customer experience and support. Defining processes, creating documentation, managing our support team, creating internal SLAs, and constantly pulling reports will be essential for success in this role. **Responsibilities**

    + Developing processes and documentation for all support related activities

    + Building and managing a team of remote agents to support around the clock response times

    + Establishing internal SLAs to track success

    + Pulling weekly reports on request volume, solved tickets, and customer satisfaction

    + Creating quarterly analytics presentations to track departmental success

    + Creating and conducting new customer surveys to establish a constant feedback loop

    + Oversee and participate in responding to all customer inquiries across email and socials

    + Research on global shipping limitations and nuances to support global shipping needs

    + Tracking and shipping of all internal gifting or sample shipments

    + Working closely with production manager and assembly team to properly inform customers of timelines

    + Continuous testing of site and new product launches with dev team to notify them of any bugs on site

    **Qualifications**

    + 6+ years of experience in customer support/experience

    + Proficiency in Excel and strong analytical skills

    + Proficiency with Zendesk

    + Experience with Shopify

    + International shipping experience

    + The ability to be resourceful, highly organized, and a creative problem solver

    + Entrepreneurial spirit - this is a small team at a fast-paced startup, you'll need to be a self-starter who can complete tasks and projects in a timely manner.

    + Excellent communication and a positive attitude - you'll be representing our brand directly to customers

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