Head of Customer Experience
About Lively
An estimated 48 million Americans suffer from hearing loss and only 10-15% have treated it – enter Lively. We’re on a mission to empower people to hear better through more affordable, accessible and delightful hearing care.
Lively is a series A company, perfect for anyone eager to make an early impact in something big. We are a unique blend of experts and leaders from Facebook, Amazon, 1stdibs, Lyft, and have assembled a world-class advisory board and audiology team.
Culture
Here at Lively, we are a passionate team of highly-driven entrepreneurs, designers, clinicians and technologists creating a best-in-class experience to help solve one of America’s greatest healthcare issues – untreated hearing loss. If you’ve been looking for a high growth company that is also mission-driven, this is it.
About the role
Lively is looking for a Head of Customer Experience to lead and grow our CX team, one that sits at the heart of delivering unparalleled hearing care to our customers. As the keeper of our customer’s happiness, you will represent the customer voice to internal teams and build a consistent, elevated experience for our customers at every interaction, from email to calls. You will scale a distributed team (50%+ remote) that can provide delightful support efficiently to our customers. You will partner regularly with our Audiology, Inventory, Product, and Marketing teams. This role will report directly to the COO.
Key responsibilities:
- Build and manage a CX team that delivers the highest quality customer experience at every touchpoint, growing customer satisfaction, retention and brand loyalty
- Collaborate closely with Audiology to develop a holistic care team model and support customers throughout their journey, from delivery to orientation and beyond
- Scale Lively’s systems and processes to efficiently process new orders, triage customer issues, and drive feedback to internal teams
- Grow, coach and energize a large CX team that spans across the multiple time zones
- Implement a best-in-class training program that leads the team to a high standard of excellence
- Be a champion for our customers, internally and externally
- Generate new ways to improve the customer journey at Lively, substantiate and measure the success with data and customer feedback
Qualifications:
- 6+ years of CX experience, preferably at a high-growth consumer company
- 3+ years of management experience
- Resourceful self-starter who thrives in ambiguous situations
- Vocal leader, excellent communicator and passionate motivator
- Self-motivated, organized and accountable, with ability to balance time and see projects through to completion
Perks & Benefits:
- Competitive compensation
- Medical, vision, and dental insurance
- Employee stock option incentive
- Monthly pre-tax commuter benefit
- Paid time off
- Weekly company lunch
- Company happy hours