Customer Experience Associate - Marina del Rey, United States - Dr. Squatch

Dr. Squatch

Verified Company

Marina del Rey, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Why We Exist and What We Do:

About the Role:

The Customer Experience Associate will be an integral member of a highly cross-functional team at Dr. Squatch.

They will be a key component in resolving day-to-day customer service issues, working directly with our outsourced vendor partners, and assisting on projects building important feedback loops communicated to the broader organization.

These projects include a wide array of customer experience enhancements from AI and tech enhancements to customer feedback loops and product quality.

A successful CX Operations Associate will be analytical, tactical, and focused on positive outcomes for Dr. Squatch customers at both the micro and macro level.

Although this role deals primarily with day-to-day CX challenges, there will be exposure to various aspects of the business and you will have an opportunity to make an immediate impact communicating with various teams such as product, fulfillment, and marketing.

This role will report to the CX Manager. This is a full-time role with a hybrid work schedule based in Marina Del Rey, CA.

What You'll Do:

Escalate reoccurring issues to the appropriate internal departments, assisting in their resolution and documentation in CX Team reports.
Tackle daytoday escalations with our outsourced vendor customer service partner, collaborating crossfunctionally on a solution as needed.
Collaborate regularly with our outsourced customer service vendor to ensure positive outcomes for our customer base and adherence to their KPIs.
Document processes by creating SOPs based on emerging procedures and ensuring older processes are uptodate with crossfunctional needs.
Focus on continuous improvement and revenue growth opportunities within CX through ideating on a variety of complex and engaging projects centered around customer experience enhancements.
Gain expertise on products, product launches, and frequently asked questions around new or proposed product categories.
Assist in developing, evaluating and reporting on key performance metrics to senior leadership.
Take ownership of support visibility efforts within the organization by being our vendor's biggest hypeperson and accountability partner, recognizing and rewarding the team within budget.

What We're Looking For:

Bachelor's degree.
Experience in a highvolume customer service or support environment.
Strong empathy for customers and a passion for providing the best outcomes for both the business and our customers.
Ability to work effectively with multiple stakeholders of different levels across an organization.
Analytical and able to work with large datasets to identify drivers, proactive remedies, and suggest improvements to business processes based off of your analysis.
Has experience in a customerfacing role and developing customer communications.
Familiarity with eCommerce CX Metrics or equivalent business SLAs.
Someone who gets things done without perfect resources, is innovative, and works with a sense of urgency while staying organized.

Bonus Points If You Have:

Experience working with eCommerce and CRM platforms such as Shopify, Gorgias, Recharge, and so on.
Experience working in the consumer products industry.
Experience working in a supervisory role with large, structured teams of 30+ individuals or with hightraffic service teams.

LI-TC1 #LI-HYBRID #LI-FULLTIME

Who We Are:

Our core values come naturally and make us a better, more whole, and unique team. We are _Bold & Innovative_ - we are creative, rethink how things are done, and find a way.

We _Play to Win_ - we have high standards, we encourage ownership of work, we are scrappy, we act with urgency, and we invest in the outcome of our work.

We are _Team Squatch_ - we are humble, help others outside our own wheelhouse, stay positive, have fun, and have approachable and transparent leadership.

We offer a competitive salary in a growth-focused & collaborative team environment. Benefits include medical, dental, vision, 401k with Squatch match, and PTO. We also have great perks like healthy snacks, frequent company events, and of course, free products

We firmly believe that Team Squatch is a place for everyone and we're proud to be an equal opportunity employer who is committed to inclusion and diversity.

We do not discriminate based on any characteristic protected by federal or state law.

We embrace differences and are building a company and culture that is represented by a variety of backgrounds, perspectives, life experiences, and skills.