Caraway Home
Customer Experience Manager
New York, NY | $73K - $124K
- Who are we: Caraway is a home goods brand on a mission to craft well-designed, non-toxic kitchenware that thoughtfully raises the standards of what you cook with. We’re passionate about creating elevated products, free of chemicals, that are better for you, your family, and the world. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process releases less CO2 into the environment than traditional non-stick coatings and we engage in sustainable packaging practices, free of single-use plastics and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better - for you and the planet - every step of the process. Since launching in November 2019, we’ve become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers... including Target, Bloomingdale’s, Crate & Barrel, Container Store, Costco, Zola, and many more. We’ve amassed over 58,000+ five-star reviews from happy customers and hundreds of press hits from the likes of Vogue , Domino , Good Housekeeping , Food & Wine , Architectural Digest , PureWow , Fortune , CNN . Caraway is a fully-remote company filled with motivated and hardworking innovators and doers. We’re continually developing programs to support our distributed team to ensure a successful remote experience. If you’re looking to join a brand that folks love, read on and apply! The Opportunity: We are actively looking for a highly experienced and motivated Customer Experience Manager; reporting to our Associate Director, Customer Experience. This role will take charge of our daily BPO (third-party) relationship, to ensure the utmost standards of customer satisfaction and SLA (Service Level Agreement) maintenance with our team of agents and shift leads. The Customer Experience Manager will play a pivotal role in ensuring the seamless operation of customer experience activities across all platforms and channels. This includes overseeing and coordinating the efforts of third-party customer service agents, addressing customer inquiries as an escalation point, and upholding high standards of performance through data and accountability. The responsibilities and skills associated with this role involve team leadership, shift and resource optimization, collaboration on training and development of BPO agents, and an obsessive customer-centric approach. Who You Are: The ideal candidate will bring a proven track record of managing and scaling outsourced teams and embody a commitment to empathy as a guiding principle in leadership. The ideal candidate leads by example and constantly evaluates and iterates on how to uplevel the customer service experience, both directly and indirectly with our BPO team. The ideal candidate has a deep understanding of effectively resourcing large CX teams, by leveraging data, trends, and analysis. They’re strong decision makers, think outside of the box to problem solve, and proactively communicate with stakeholders along the way. If you are passionate about driving a culture of optimization, accountability, and support to ensure high customer satisfaction, please read on! Responsibilities: Supervise and lead a team of customer experience representatives during designated shifts; directly support external shift leads and indirectly support CX agents Resolve high-risk and priority contacts (tickets/customers); serve as the key escalation point for agents and shift leads Ensure effective coverage and resource efficiency by delegating tasks across shift leads during shifts; support leads to creatively optimize agents during shifts based on trends and data Monitor and evaluate individual and group performance during shifts, provide feedback and live ticket coaching as needed to maintain high-quality service Support and maintain defined SLAs for the department across all metrics/KPIs determined by the Associate Director Manage workflows and prioritize tasks and tickets in our helpdesk and CX platforms to ensure efficiency that meets service level agreements across all channels Identify opportunities to escalate engagements for high-LTV, high-risk, and other priority customers Develop and implement shift and weekly reports for metrics determined by the Associate Director; proactively communicate insights with the Associate Director on customer feedback, KPIs, etc. Partner with our Quality Assurance team to review performance reports, implements learnings to agents and ensure accountability through continuous evaluation Collaborate with our Knowledge and Training team to coordinate training sessions on an as-needed basis Knowledge, skills, and abilities: 4+ years working in customer experience or customer service, with 2+ years managing a team of 15 or more agents 3+ years of experience working in ecommerce and consumer products Strong verbal and written communication skills to interact effectively with team members and customers Excellent problem-solving skills to address customer issues and troubleshoot operational and workflow challenges Ability to analyze data and performance metrics to make informed decisions Goal-oriented and highly resourceful to meet service goals and deadlines Strong experience and familiarity with ecommerce platforms and helpdesks, with Shopify & Gladly preferred Effective organization and multitasking abilities to manage various tasks simultaneously A customer-centric approach, to understand and approach customer needs to drive NPS Flexibility to adapt to changing situations and priorities during shifts Familiarity with CRM systems, ERPs, and other relevant tools a bonus Caraway Life: Caraway is an exciting, fully remote DTC retail startup company that is bringing kitchenware and home goods into the modern era, leading from a non-toxic and sustainable foundation. Team: You will be joining a passionate and collaborative fully-remote team that prides itself on high-quality work, supporting one another, sharing our successes, and building a brand we truly love, together. Culture: At Caraway, we value continuous learning and career growth. We strive to continually optimize our processes, ensuring that we’re thoughtful in everything we do, both internally and externally. We listen to our employees and customers, celebrate our wins, and constantly look for ways to be better for our team, and the world. Workplace: Being a fully-remote company, we have no headquarters and are truly distributed across the country. Our leadership team sits on both the East and West Coast and we have folks in a variety of states. We offer a monthly stipend towards co-working space should folks need to switch up their working environment every now and then. Benefits: We value you and your family. With this in mind, full-time eligible employees are provided: Health, dental, and vision offerings for you and your dependents Competitive salary + equity options Unlimited PTO 11+ paid holidays 3 months Parental leave Fully Remote Company Company-sponsored monthly wellness stipend Company-sponsored monthly coworking stipend Pre-tax Commuter and FSA/Dependent Care FSA, and HSA options 401(k) plan High quality home and kitchen product + swag, F&F discounts Caraway is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status Powered by JazzHR
- 51-200 employees
- Furniture, Home Goods, Kitchenware, Online Retail, Decor
- Privately Held
- Last round: Oct 28, 2022
- Last round: US$ 35.0M
- New York, New York
Company information
We’re on a mission to craft well-designed, non-toxic ceramic cookware that thoughtfully raises the standards of what you cook with. Simply put, our products are designed to make your life easier and healthier, no matter your level of expertise.
