Hey there, Manager of Customer Care candidates! There are two steps to our application process in order to be considered for this role. In addition to uploading your resume here, please take 15(ish) minutes to complete your video application HERE. Thanks in advance for your application, we are excited to meet you!
Reporting to our Director of Operations, the Manager of Customer Relationships will develop and deliver a top-notch service experience focused on what our customers want.
The ability to successfully lead a high-performing team, the use of critical thinking skills, and a genuine desire to meet and exceed customer’s needs are the most important skills we’re looking for. We’re a bootstrapped company that runs extremely lean. We’re scrappy, and like it that way, so the ability to roll up your sleeves and jump in wherever needed is crucial.
In addition, this person must be able to set direction, motivate and recognize people, and manage change and conflict. The MoCR must also be able to provide accurate, meaningful, and actionable information to allow us to make data-driven decisions.
Our MoCR possesses excellent communication, coordination, and interpersonal skills and has the ability to get things done both autonomously and in collaboration with others.
Our ideal candidate will be a dynamic leader with sound judgement and confidence who is able to balance a strategic focus with a roll-up-the-sleeves mindset to impact and shape a successful business.
Our successful candidate will be excited to have the opportunity to
DRIVE CUSTOMER-CENTRIC SERVICES & EXPERIENCES
- Meet customers where they are—work to integrate across communication channels to provide accurate, real-time order information, resolve delivery exceptions, address changes, etc
- Establish, manage, and maintain strategic Corporate Gifting Program (CGP) relationships
- Oversee refunds and credits and work to keep these numbers under the company’s set thresholds for each as a percent of overall revenue
- Ensure root cause feedback is shared with vendors, drop shippers, and across teams in a timely manner
- Maintain service recovery processes to flag complaints, turn them into repaired relationships, and coach the team using customer feedback
- Set fraud prevention parameters
- In partnership with our Marketing team, design and implement new support channels and service offerings such as: subscription support, concierge/VIP/white glove/loyalty services, and referral programs
- Regularly interacts with functional groups within the IT organization to communicate and clarify customer requirements.
- Create and maintain self-service information and details related to FAQs, service guides, tutorials, and other helpful customer service items
- Create, monitor, manage, and report metrics and KPIs for both the CS team at large and the CGP to identify areas for continuous improvement
LEADERSHIP & COMMUNICATION
- Lead and manage the team to ensure operations are effective, efficient, and in line with FGF culture.
- Communicate policies, processes, and relevant information clearly and consistently
- Manage team schedules; collaborate with P&C to ensure all non-exempt compliance is followed
- In collaboration with our P&C team, recruit, hire, train and review agents to ensure they engage in meaningful ways with customers
- Create and maintain an environment of equal employment opportunity, diversity, and competitive advantage in support of the company’s DEIB commitments.
Farmgirl is excited about you because you have
- Minimum 4+ yrs experience, and a proven track record of establishing, growing, and leading a remote customer support service team. eCommerce experience is a plus!
- Proficiency in the use of common customer service tools such as Gladly, Stella, etc.
- Strong business acumen and demonstrated success in establishing and managing continuous improvement and delivery of KPIs and SLAs.
- Ability to build clear CS SOPs to ensure cross-functional training.
- A strong operational background. You understand the role of the function and how it supports the organization
- Intermediate MS Suite and reporting skills to analyze, manage, and assess risk
- A strong ability to lead through coaching, feedback, and agent development
- An ability to effectively prioritize and execute tasks in a high-pressure environment
- Superior communication skills. You can communicate complex and sensitive topics tactfully and effortlessly adapt your style to different people.
- Solid, sound judgment and good intuition to make critical business decisions
- A resourceful mindset- your love to get creative to troubleshoot problems when they arise
- Adaptability. You are nimble and can thrive in ambiguity
- A curious, positive, and energetic outlook. You are always willing to learn and evolve
You’ll love working at Farmgirl because
- We are a successful, profitable, financially healthy company.
- We create products that bring joy to thousands of people’s lives each day, which is really special! How many companies get to do that?
- We lead the industry for product quality and customer service
- We get to build an amazing company and team built on respect and empowering and supporting one another
- We’re scrappy and get to see the fruits of our labor in real time each and every day
- We believe in autonomy and reward taking initiative
- As a 100% e-commerce business, we are technologically focused and data-driven
- We get to be creative every day and build a great company, without red tape or bureaucracy
- We have an amazing team and company culture that you'll love being a part of
- We have an impressively smart and dedicated team who are focused on developing all team members in the organization. Our team really is special!
- Competitive salaries, unlimited approved PTO, and comprehensive health benefits
The pay band for this role is $84,200-$102,500