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    Client Experience Manager - San Francisco, United States - Short Story

    Short Story
    Short Story San Francisco, United States

    3 weeks ago

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    Description

    About Us:
    Short Story is an award winning, technology-powered retailer dedicated to petite women 5'4" and under.

    Our mission is to create a seamless shopping experience for millions of petite women so they can dress with effortless confidence.

    As a fast-growing startup, we're revolutionizing retail with a data-driven learning system that leverages customer feedback to create exceptional, tailored products.

    We've been recognized by top publications like Forbes, Fortune and are backed by top institutional investors who share our vision of building the world's next great consumer brand.

    At Short Story, we celebrate petiteness, boldness, and modern womanhood.

    Our culture combines an insatiable hunger for data, an unwavering commitment to creating superior products, and a hustle startup mentality.

    We have a strong sense of urgency. Since 2019, we've cultivated a team of dedicated problem solvers and fashion enthusiasts. We're excited for you to join us on this exhilarating journey.
    We're hiring a Client Experience Team Lead to build out our team.

    Our ideal candidate is someone who is an expert in client advocacy and prioritization that can inspire a team of Client Experience Associates to balance emerging technologies in an ecommerce startup and build client trust and loyalty.


    Responsibilities:
    As the Lead of the Client Experience team, you will ensure our CX Associates consistently deliver a smooth, delightful experience to our clients


    Responsibilities include:
    Leading and inspiring a team of 5-10 associates working both in-office and remotely
    Training, developing and supervising associates answering communications from clients seeking assistance and guidance during their petite styling journey
    Providing coaching and taking corrective action to manage performance and drive consistency among team members to ensure on-brand communication and top tier service

    User Interviews:
    Facilitate regular interviews with users to collect feedback and insights to better serve our audience

    CX Operations:
    Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly

    Data Analytics:
    Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the "why" of what happens
    Effectively and efficiently build out CX team with quality candidates to keep up with growing startup needs
    Retaining clients through prompt and courteous service, always keeping client satisfaction top of mind

    Minimum Qualifications:
    3+ years of experience in a Customer Care Manager or Client Experience Lead role or other equivalent work experience
    Experience with having managed a team of 3 associates or more
    Ability to work in our SF office in Mission Bay
    Other Qualifications
    Strong problem-solving skills with the ability to think analytically while working in a fast-paced startup environment
    Expert in navigating, utilizing, and teaching various platforms including Front, Zendesk, Airtable, and Stripe

    Entrepreneurial mindset:
    You must be comfortable and confident leading a small team where your ideas and efforts will have a direct impact on company processes
    Expertise in verbal and written communication with internal and external stakeholders
    Previous experience working in ecommerce or a tech startup is a plus
    Must be able to wear many hats with a hands-on, ready to go attitude
    Must be flexible and accept change readily with a driven and positive mindset
    Eager to learn and excited to help build a company from the ground up
    Able to translate client experience communications into recommendations and actionable items

    Why You'll Love Working at Short Story:
    We are a group of smart, passionate, hustlers with a wealth of diverse experiences
    We are motivated by unique challenges and opportunities
    We are our own customers; many of us on the team are petite women who love our products
    We are a successful, fast-growing startup solving problems that have not been solved before and reinventing fashion for an underserved segment
    We are driven by the mission of helping petite women find their perfect fit so they can dress with total confidence
    You'll get the opportunity to try your hand at new things. We deeply believe in giving people opportunity to venture into new areas
    You'll get to work at an early stage start-up, to build the culture, and to have an outsized impact on our company and society
    Medical, dental and vision benefits
    Company meals & events
    Opportunity to work with a dedicated and experienced founding team
    Opportunity to progress rapidly through your career
    How many years of CX experience do you have?

    How many people have you managed in past?

    Where are you currently located?

    Where are you currently located?

    This is an in-person position. Are you able to travel to our Mission Bay office in San Francisco on a daily basis?

    #J-18808-Ljbffr
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