Customer Service Quality Coach

Want to challenge yourself at a high-growth ecommerce brand AND make a difference in the world?

A bit about us:
Who Gives a Crap sells beautiful, forest friendly toilet paper, paper towels and tissues and we donate 50% of our profits to help build toilets for those in need. As much as we love toilet paper, the reason we’re in business is the impact we’re having on the world—to date we’ve donated $2,500,000 to our charity partners to fund sanitation projects in developing countries, and with your help we’re hoping to grow our impact 10-fold in the next couple of years...

We're one of the fastest growing ecommerce businesses in Australia, and are now aggressively entering the North American and European markets, with insanely ambitious growth targets for this year and beyond. We currently have a team of over 60 people working out of Melbourne, Manilla, Los Angeles and Hong Kong. We’re never happy with the status quo, though, so we’re planning to double or triple our team in the next year, and we won’t stop growing until everyone in the world has access to a toilet.

So what are we looking for?
We have a team of delightful, dedicated and enthusiastic people across the Philippines, who do everything they can to make sure our customers have the best experience possible, and we're always looking to grow!

Our customers mean the world to us; they’re dedicated to helping our business grow and supporting our mission. Every interaction with them is a chance to help them out and make them smile.

We’re looking for a customer-obsessed special someone to own the quality assurance process of our customer interactions, providing feedback & pointers to our Customer Happiness Team crew and their Mentors on how to deliver delightful and consistent customer support.

You’ll be the gatekeeper of all Customer Happiness Team training materials to ensure that everything remains up to date and that we can equip our new starters with the knowledge and skills they need to do awesome work and make sure that every single customer feels special. Awww.

If you worked here this past month here are some things you might have been involved in:

-You’ve tracked the daily progress of our Customer Happiness Team as they assist customers via email with a wide range of enquiries relating to website / technical issues, placing orders, tracking orders and managing subscriptions.

-You’ve dug into the interactions happening across all three of our geos and started to pinpoint recurring quality issues that are area-specific to each geo.

-Joined the Manila team in the Who Gives a Crap company-wide karaoke “battle royale” and helped choreograph your team’s dance moves with flawless skill and artful craftsmanship.

-You’ve brainstormed with the other leaders of our CHT team about ways to improve our specialised team systems and processes in order to find new ways to delight our customers

-Carried out lots of one on one coaching sessions with our global support crew, including full time team members & freelance friends.

-Attended a monthly Continuous Improvement strategy session to provide insights & feedback on any systemic problems impacting the quality of our customer experience.

-You joined a virtual “office party” with 70+ other faces from our four hub locations, and maybe danced a bit to celebrate an exciting team accomplishment!

-Worked closely with our Mentor & People and Culture team and applies your Quality lens to help redesign our training and onboarding playbook.

Where would you work from?
You'll be based in Manila, although you will be primarily working remotely! This might mean your lounge room, a co-working space or a local cafe - up to you!

What experience might you have?
-Experience working as a Customer Service agent in a high volume contact centre environment across phone, chat and email channels.
-Understanding of what quality coaching criteria is and methods to deliver training and support to team members.
-Leadership and coaching experience, particularly with Philippines-based customer support teams.
-Experience working with/training in systems including Zendesk, Shopify, and Live Chat.
-The ability to work flexible hours
-The ability to travel to a central Manila location roughly once per month for team meet-ups
-Experience engaging with Australian (UK and US, too!) customers or in eCommerce is a big plus.
-A need-to-have: good home office setup with reliable home-Internet connection and computer access

What kind of people are we looking for?
You LOVE that warm fuzzy feeling you get from delivering an outstanding result for a customer. This is what keeps you coming back for more every day and you can never get enough! So much so, in fact, that you want to make a difference for your direct teammates and help them to get the support, feedback, and coaching they need to do their best work.

Go above and beyond. You like to have your hands in everything and have a magical talent for zooming out and looking at situations in a big-picture ---------- t only do you keep yourself up to date with multiple customer geos at once, but you’re driven by the goal of making time to hold individual coaching sessions for each of your team members and are on the lookout for overarching solutions for any recurring challenges the team is bringing to the table.

You’re a confident and effective communicator
Clear, friendly, and empathetic communication with customers is what we strive for, and that goes without saying for you. Furthermore, you’re great at communicating with your team, and your patience and confidence as a leader enables you to deliver support and training for your team members consistently.

You love to solve problems
McDo or Jollibee? MegaMall or MOA? The answer to these, and other very important questions keeps you up at ---------- a good ---------- fact, you love the challenge of solving a problem and working creatively to come up with a solution.

You recognise patterns and think critically
Is something a one-off problem for a particular customer, or could it be a bigger issue which affects many more? You have the ability to quickly recognise the difference, and know when something needs to be escalated or worked out with your team.

You’re comfortable with numbers
Awesome English skills are a must, but we also need someone who isn’t scared off numbers, and is happy engaging with math and data.

You’re a fast learner
We’re growing super fast which means we’re all very short on time and need people who can hit the ground running and are enthusiastic about taking on new challenges. We’ll show you what we do, how and why we do it, but the rest is up to you! Make it your own. Make it better. Rinse, and repeat.

You’re tech-comfy
Technology is your ---------- has the power to change businesses, lives and societies for the better and we’re constantly incorporating it in new ways to everything we do.

You give a crap (for the long-term!)
As the first point of contact for many of our customers, we want you to take pride in being part of our team and to get excited about delivering outstanding, personalised service. We want you to stick around for years to come, and develop in your skillset as the business grows.

Why you should work with us:
Working with us is the kind of role that will be hard to find anywhere else: you’ll get to do meaningful work alongside an incredible bunch of people - all when it suits ---------- will give you the opportunity to join our team at an exciting stage in our growth trajectory and immerse yourself in a community of like minded people.

Aside from the endless chuckles you'll receive when you tell people the name of the company you work for (it's pretty great!) you will also be delighted by the punny and passionate emails you receive from our awesome customers.
You'll receive competitive compensation and we like to look after our team like they're family so we've got lots of unique and meaningful benefits on offer, including healthcare coverage (for your family too!), 13th month pay, paid vacation and sick leave and lots of regular funsies to spend time with your peers in real life.


TO APPLY:
Please follow the link below to our jobs page!
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