Director / Senior Director of Customer Experience
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
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.
As the Director/Senior Director of Customer Experience (Customer Care & Vendor Support), you will lead and manage our Customer Concierge and Vendor Support teams, which deal with frontline support for customers and marketplace vendors. You will be responsible for establishing policies, procedures, new systems, and team structures necessary to maintain the highest level of customer and vendor service.
- Developing and leading a team that provides high-quality customer and vendor support exceeding defined SLAs
- Financial responsibility and accountability for team budget
- Hiring, developing, and mentoring Managers and associates, building a culture of excellence and exceptional customer experiences.
- Responsible for identifying staffing needs (workforce management) across full-time, hourly and outsourced employees in local and remote locations
- Identify and manage relationships with external partners that provide infrastructure and staffing support
- Developing and controlling operational dashboards to track and monitor key support business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues.
- Identify areas for improvement in customer support, while developing initiatives to address challenges and leading the team in executing them
- Provide thoughtful leadership, strategic insight, and clear communication (both written and verbal) to both teams
- Act as the cross functional liaison between the Service & Sales department and other teams within the organization.
- Determine operational strategies by conducting needs assessments, performance review and capacity planning
- Ensure service level, efficiency, productivity, compliance and quality goals are met and work towards continuous improvements
- 8-10+ years in customer support roles, with experience building, maintaining, and developing policies and procedures and delivering demonstrative performance improvements
- Startup and or ecommerce experience is a huge plus.
- A minimum of 8 years of people management with demonstrated experience with creating/maintaining a culture of teamwork and collaboration as well as skills including hiring, mentoring, and growing teams.
- Analytical mindset with proven ability to lead teams but also work hands on.
- Clear, collaborative communicator; ability to streamline and synthesize copious information for various audiences.
- Experience with workforce management is a plus.
- Previous experience in an e-commerce or marketplace environment
- Previous experience with Zendesk, Kustomer, or another CRM platform