Job Description

About Sloomoo Institute

Sloomoo Institute is a rapidly growing interactive experience based on play, #satisfying through handmade slime, tapping into the senses, and ASMR. We are an art-inspired, immersive haven of color, design, and joy. Launched in 2019, Sloomoo Institute now has 5 locations and has been an enormous success, attracting over 1 million guests and billions of media impressions. Our fifth location opened in LA, September 2024, and is already exceeding all expectations. With more domestic and international growth on the near horizon, the future is very bright. Even more, slime play is known to support stress relief as much as it does your imagination! Driven by a mission to provide a reprieve from the chaos of the world and screen addiction, the brand has close ties to mental health non-profits and a dedication to inclusion as well as supporting neurodiversity through our experience and our workforce.

Position Summary

We are looking for a dedicated and experienced Customer Service Manager to lead our customer service team. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for ensuring customer satisfaction. As a Customer Service Manager, you will be responsible for overseeing the daily operations of the customer service department, exploring and embracing new technologies, developing and implementing customer service policies, and ensuring that our team provides exceptional service to our customers.

Responsibilities

Identify opportunities to improve efficiency and service by embracing new technology and automation tools.
Oversee daily operations of the customer service department.
Develop and implement customer service policies and procedures.
Train, mentor, and manage customer service representatives.
Handle escalated customer issues and complaints.
Monitor and analyze customer service performance metrics.
Work closely with other departments to improve customer experience.
Ensure the customer service team meets performance goals and targets.
Conduct regular team meetings and training sessions.
Develop and maintain customer service training materials.
Stay updated on industry trends and best practices.
Implement strategies to improve customer satisfaction and retention.
Manage customer service budget and resources.
Prepare and present reports on customer service performance.
Identify and address areas for improvement in customer service processes.
Foster a positive and collaborative team environment.
Ensure compliance with company policies and regulations.
Handle customer inquiries and provide accurate information.
Resolve customer issues in a timely and effective manner.
Maintain accurate records of customer interactions and transactions.
Collaborate with marketing and sales teams to enhance customer experience.
Other duties as assigned.

Qualifications:

Three to five years of experience in communications, marketing, sales, account management, event planning or customer success.
Bachelor’s degree or equivalent.
Knowledge of Salesforce and project management tools.
Ability to prioritize the needs of the different departments.
Strong skills in verbal and written communications, strategic planning, and project management.
Analytical and process-oriented mindset.
Ability to work effectively across multiple departments in a deadline-driven environment.
Active team player, self-starter, and multitasker who can quickly adjust priorities.
Excellent time management and organizational skills.
Excellent communication skills and a friendly and approachable manner with staff from across the organization, ensuring good working relationships.
Ability to build and maintain strong relationships with key stakeholders.
Energetic, perceptive, confident problem solver with a good sense of humor.

Inclusivity Statement:

Sloomoo Institute is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful. Sloomoo Institute does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.