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Customer Experience Manager


1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service

Lalo is looking for a self-sufficient and ambitious Customer Experience Manager that is excited to dig into processes and be our first line of communication with our prospective and current customers. The ideal candidate is organized, approachable, a natural leader, and a communicator. We are a fast-growing brand, and this is an opportunity to get involved in the early stages and take on a key role within our organization as we continue to scale.

As the owner of every customer's engagement with us, this individual will be setting the example for the rest of the team and taking full responsibility for this crucial area of our brand. They'll have the freedom to create processes and schedules, train new team members and optimize workflows. They'll work with our Director of Operations to develop best practices, and oversee exceptional experiences for every Lalo customer. This person must have a scrappy but organized mindset, be comfortable with fluctuating hours, and have an obsessive nature towards delighting people.



• Lead our customer experience team on all direct channels, including website chat, emails, phone and reviews

• Manage elements of order transactions and fulfillment for our DTC and dropship channels

• Maintain and optimize our returns process.

• Engage customers as a member and associate of the team and take on additional workload as volumes increase

• Create new processes and suggest improvements on operational and customer workflows

• Develop training materials and coach new team members

• Set and own all schedules and CX operating hours

• Partner with cross-functional teams including brand marketing & product to continually improve all aspects of our customers' journey and offerings

• Create weekly reports and insights on metrics and customer experiences

• Assist in the development and implementation of new systems and processes across the organization to ensure our customer experience scales with our rapidly growing business



• You are a clear and confident communicator both internally and externally

• 4+ years of experience working in customer experience at a direct-to-consumer e-commerce brand is a plus

• Experience working with customer service platforms Gorgias (a plus), chat, email, Shopify, and social media

• 2 years experience minimum managing a team of at least 3 associates

• Someone who excels at process and execution with a ‘no-task-too-small' attitude

• You love to get stuck in with your team and lead by example

• You possess a relentless desire to optimize and improve day-to-day processes

• You obsess over customers, metrics and are data-driven

• You work equally well in a team and on your own

• You are incredibly empathetic to the customer while understanding the priorities of the business



We offer competitive start-up rates with access to a senior leadership team. Perks include:

• A competitive salary and equity options

• Top tier benefits and flexible vacation policy


Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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