CUSTOMER HAPPINESS SUPERVISOR

About Us
We’re a Texas based company specializing in the design and manufacture of fun electric bikes. We’re transforming the way people get around, in an exciting, cost effective way that helps heal our planet.

We are fast-growing and seeking an immediate full-time Customer Happiness Supervisor to join our team. We are looking for team players who want to build bonds with our customer base. We want to ensure our customers enjoy a lifelong outdoor journey with their new e-bike. If you enjoy helping potential customers learn which bike is best for them and how to optimize the fun and utility of their new bike, this might be the role for you!

Our Customer Happiness Supervisor will be responsible for overseeing the day-to-day of our Customer Happiness (CH) Team. This role is key to helping our Specialists be successful in delighting our customers and helping to drive the team towards getting more people on wheels!

About You
* 5+ years of experience in customer service or sales via phone, email, and/or social media
* 2+ years in sales
* 3+ years experience in a supervisory or management role
* A deep background & desire to develop personal relationships with customers
* Experience leading trainings and ongoing education efforts and/or new hire on-boarding
* Skilled at online research and getting to the bottom of complex problems
* A strong degree of curiosity and impeccable communication skills, especially under pressure (think “my bike didn’t arrive and I’m leaving tomorrow!”)

Additional Requirements
* 4 year degree preferred or equivalent work experience
* High proficiency using Google Suite (Docs, Sheets), Microsoft Office
* Knowledge of major social media platforms (a big plus if you’ve used them on a business level!)
* Reliable internet connection?
You Get Bonus Points For
* Experience with electric bikes or vehicles
* Experience working with a direct-to-consumer ecommerce business
* Experience with Shopify, Zendesk & managing inventory?
Had you been with us last month, you would have:
* Worked with us to monitor, communicate, and set KPIs & goals for the CH team
* Monitored & reported on sales figures and set sales goals monthly, quarterly & annually in partnership with our Customer Experience Manager
* Created SOPs for the CH team to use in their day-to-day such as when to place warranty orders for items missing in transit, when a discount exception can be applied
* Acted as a ‘Tier 3’ support for customers that need an additional touch point
* Worked closely with the marketing, operations, and product teams, relaying feedback from customers to help improve our holistic buying experience
* Supported the Customer Experience Specialists in their day-to-day questions and career growth
* Established on-going and/or long-term projects to improve the CH team’s processes, as well as supported CH Specialists in their individual on-going projects
* Collaborated on larger projects across departments to meet business needs such as new product launches
* Monitored & updated online inventory, product descriptions/photos, and basic website information


WHEN APPLYING:
1. Include your Resume
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