We are looking for someone to join our small but mighty team at Manly Bands - man’s solution to boring wedding bands. Experience in Managing a Customer Service Department or other similar experience is a MUST.
The job will entail working with escalated customer issues/complaints over email, chat, and phone, answering questions from the team and other co-workers throughout the day, keeping the team of existing customer service reps informed/trained on changes, updating any and all customer service related work flows and training materials, conducting regular team meetings and one on ones, keeping company in the loop on any customer service trends or changes that impact other departments, and other managerial tasks associated with customer service.
We need someone who isn’t just managing the day to day but can take the lead in reviewing trends, reviewing our reviews across all platforms and suggest improvements to policy and head off problems before they drive down customer experience scores. This role oversees and enhances the entire customer journey, focusing on increasing satisfaction, loyalty, and retention across multiple channels and multiple brands.
This is a full-time position that is required to work from our headquarters located in Lindon, UT. Must be comfortable working on a number of web-based apps and programs. Familiarity with Shopify, a plus! We will provide a company laptop.
Salary is competitive+ awesome benefits (health, dental, vision, 401K, dependent care/FSA, generous FTO/holiday pay).
Requirements: self-starter, organized, self-disciplined, good time management skills, compassionate, yet driven, plays well with others.
This Job Is Ideal for Someone Who Is:
- Dependable -- more reliable than spontaneous
- People-oriented -- enjoys interacting with people and working on group projects
- Detail-oriented -- can focus on the details to drive the bigger picture
- Collaborative – works well across departments to understand the impacts of policy on more than just your CSAT score
- Forward Thinking- can dive into the data and look at industry trends and address gaps to help improve the overall experience
Benefits:
- 401(k), matching
- Health, dental, vision insurance
- Life, Disability insurance
- Paid time off, holidays
- Employee product discount
Schedule:
Experience:
- Customer Service: 5 years (Required)
- Customer Service Management: 2 years (Strongly Preferred)