Director of Customer Experience at SwagUp

  • High-paying
  • Anywhere
  • High-paying
  • Anywhere

Website SwagUp

Director of Customer Experience

Full Time
$90-120k per year

SwagUp is looking for a Director of Customer Experience to lead our rockstar Customer Experience team. This role is perfect for anyone wanting to work with multiple teams on working on enhancing the customer experience. We are a customer first company and while some companies may see customer service as a task driven team, we see our experience team as direct insight on how we can improve. Our goal is to use feedback from the Customer Experience team on developing our product, improve sales and marketing teams and that’s just the start of it.
Our Customer Experience team handles all the good, the bad and the ugly – they drive retention by giving clients best in class service. We are looking for a manager that is tech savvy, will drive the feedback loop for improvements, and embodies the customer is always first mentality
The ideal candidate is a customer-obsessed problem solver, who is passionate about our mission: eliminating all of the friction in the swag creation and distribution process! They must be able to think quickly and work in a fast paced environment and handle complaints from clients while bringing them back as a client. We are looking for a leader that can help step in with issues when needed and onboard and train the current team.
We are a rapidly growing company without a lot of defined processes, so perfect for anyone that likes to be a driver vs. passenger. This is a pro-active role and will track, record and report on customer issues, identifying patterns and presenting solutions to the marketing + tech teams. We are a client centric company and always work on providing the best experience possible. If you are looking for a fast paced environment with ability to grow, grab your helmet and join us to the moon!
The Role

Own the Customer Experience department
Manage, train and onboard Customer Experience Specialists
Personally engage with Top Tier Accounts like Amazon, Google when issues arise
Driver Retention and decrease customer issues
Manage and report on KPIs for team members and overall team and work to improve them
Work with Marketing and Product on enhancing customer experience
Own the implementation of the process


3+ years in customer service or a service-oriented role, at a startup is a major plus, e-commerce is even better
Ability to communicate clearly, confidently, and enthusiastically with our clients as well as with our Sales, Marketing, and Ops team!
Must have experience with Zendesk and architecting flows that enhance overall customer experience
Ability to handle multiple tasks simultaneously
Must work well under pressure
Aptitude to build strong relationships and rapport with our client base
You thrive in a fast-paced, constantly changing environment where no two days are the same!
Must be able to work independently on tasks and work well with others team members
Love working with clients and understand clients needs always come first
Ability to interpret and present relevant data
Prior use of Zendesk a plus

What Success Looks Like

Reduce tension & frustrations of clients and ensure any issues are resolved
Collaborate with Marketing on enhancing client experience and find the root of issues and determine solutions
Increase customer retention performance once baseline is established
Decrease the number of issues on percentage basis
Resolve shipping issues that come along and cases opened with carriers

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