Director of Customer Experience
MISSION
SwagUp is looking for a Director of Customer Experience to develop and lead our CX team. This person will be responsible for creating and driving CX performance, optimizing the customer experience, and improving Customer Satisfaction scores..
Customer experience is pivotal to our success. We view CX as a key differentiator and not just an added cost of doing business. This team's objective is to drive customer satisfaction, taking a proactive approach to issue resolution and root cause analysis. We want to anticipate customers’ issues and needs before they happen.
We are looking for someone who can develop the customer experience workflow and roadmap while identifying any gaps in the process. You will be working closely with our CRO on driving repeat revenue and creating a feedback loop for our product/marketing teams on product enhancements and the implementation of scalable CX solutions through VOC data. SwagUp is a customer experience first company and wants to ensure the success of our customers continues to improve as we grow.
We are looking for someone with proven experience in customer experience, customer satisfaction, and experience working with product teams. This team is not fully developed, so we need a strong leader to build its foundation for continued success.
RESPONSIBILITIES
Own the Customer Experience business unit
Meet and exceed overall customer satisfaction goals
Identify up-selling and/or marketing opportunities and provide leads to the appropriate team
Manage, train, and onboard Customer Experience Specialists
Personally engage with Top Tier Accounts like Amazon, Google when issues arise
Work closely with CRO on retention strategies to increase revenue
Drive satisfaction while reducing customer issues
Design, manage, and report on KPIs across the department
Work with Marketing and Product on product enhancements
Own & develop the implementation of the process
REQUIREMENTS
5+ years leading customer experience teams, at a startup, or rapidly growing company.
Ability to communicate clearly, confidently, and enthusiastically with our clients as well as with our Sales, Marketing, and Ops team.
Must have to experience architecting flows that enhance overall customer experience
Demonstrated past performance in building and leading teams. and driving increased repeat revenue.
Must work well under pressure
Aptitude to build strong relationships internally and externally
Love working with clients and understand clients needs always come first
Ability to build reports + interpret and present relevant data
Prior use of Zendesk & Intercom a plus
Proven ability to be a business advisor by creating valuable business partnerships with customers
Proven track record of delivering measurable results
Strong collaboration and team-building skills
WHAT SUCCESS LOOKS LIKE
Achieve targeted customer satisfaction benchmarks
Architect an end to end customer journey workflow that is repeatable and scalable
Fully developed CX process, foundation, and team
Decrease the number of issues on a percentage basis
SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal! #tothemoon
ABOUT US
SwagUp is an API first company where top brands can create, automate, and distribute swag. We take all the heavy lifting from design work, assembly, storage, and shipping worldwide. Our platform allows clients to work collaboratively with all their co-workers on any swag project without the headaches!
If you like challenging the status quo, and working in small, unstructured environments, you’ll fit right in.
We’ve accomplished so much in under 4 years, but we’ve just begun to crack the surface. We look forward to meeting you.