Customer Experience Analyst

| Greater NYC Area
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Who We Are

Maisonette was founded by two moms in 2017 with the goal of helping modern families navigate the adventure of raising the next generation. We are an expertly-curated baby and kids' marketplace featuring the best products from around the globe: stylish clothing, top toys and gear, and home décor – plus, trusted guidance and inspiration.

We are a fast-growing venture-backed start-up with a unique positioning in the kid's market. We believe what you consume for your kids matters. So whether you’re looking for the safest car seat, the latest STEM toy, or tips on how to sleep train, we’re here for you… like family.

“When Luisana and I started Maisonette, our goal was to make it easier to find high quality products for our kids, so we could spend less time scrolling, and more time on the good stuff. But today, our mission goes well beyond the product itself; it’s a commitment to family. To empowering parents to make the best decisions for their families. And to bringing a little bit of magic into family life every day.” – Sylvana Durrett, CEO

Diversity, Equity, and Inclusion

We’re passionate about creating an inclusive workplace that promotes and values diversity. Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be better companies. More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do. We look forward to interest in our roles from all walks of life. Please see our diversity report for more information.

What We Need

The Customer Experience Analyst is responsible for leading and assisting with the development and administration of the analytical functions of the Service and Sales team at Maisonette. This individual will also work with the Partner Support Manager, Customer Concierge Manager, and Director of Service and Sales to oversee and work as the technical administrator for various support systems used such as Kustomer, Zendesk, Thankful, and Amazon Connect. The Customer Experience Analyst is responsible for handling customer and vendor escalations, ensuring that vendor emails and Customer Concierge team support cases are distributed to the proper Partner Support Associate. Additional responsibilities include working with the Partner Support Manager to set team member schedules as well as tracking and enforcing Partner Support Associate availability and adherence to the schedule. This individual will also help identify and champion the needs of maisonette customers and vendors with an obsession for identifying and reporting process pain points, as well as proactively nurturing customer and vendor relationships.

What You'll Do
  • Gather and analyze complex customer experience and performance-related data and distribute it in weekly, monthly, and quarterly reports to the Director of Service and Sales as well as other leaders within the service team.

  • Act as the go-to person to handle administrative and technical tasks for our support systems including Kustomer, Zendesk, Thankful, and Amazon Connect.

  • Gather and analyze feedback from customers via CSAT surveys as well as third-party sources such as Google and Trustpilot.

  • Oversee the workforce management for frontline employees with a collaborative and data-driven approach to set operations schedules based on contact volume and customer demand. 

  • Compile data reporting and analytics focusing on team member schedule adherence and availability and present it to the Partner Support Manager on a weekly basis.

  • Collaborate with other leaders such as the Customer Concierge Manager and Customer Concierge Team Lead to assist with customer-related issues.

  • Help shape future service offerings by identifying customer experience improvement needs, service opportunities, and new potential programs.

  • Oversee the service QA program for customer contacts focusing on overall development, execution, data collection, and implementation of relevant policies, procedures, and KPIs.

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About You
  • 4+ years of analytical experience in retail, business to consumer, and business to business communications, ideally in high-growth environments.

  • Excellent communication and interpersonal skills with the ability to streamline diverse perspectives.

  • Ability to work independently and make sound decisions when faced with ambiguity.

  • Empathetic nature with a relentlessly optimistic attitude.

  • Willingness to roll-up sleeves and work with team members in a hands-on capacity.

  • Experience working on the back end with software and systems such as Zendesk, Kustomer, and Amazon Connect.

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Location

55 Washington St, Brooklyn, NY 11201

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