Customer Experience Manager

About iRestore Laser:

At iRestore, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty.

We are at an inflection point in our growth curve and are searching for a Customer Experience Manager to join us on our journey to become a major global beauty brand and hit the $100M mark within the next 3 years.

About The Position:

iRestore is seeking a passionate Customer Experience Manager to lead our customer service team in ensuring our prospects and customers receive the best service in the industry for sales and product support. The Customer Experience Manager would be in charge of building the process for training and ongoing management of the CS team, focusing on efficiency and scalability.

Reports to Director of Operations


What you’ll do:
?Position Responsibilities include but are not limited to the following items:

> Design, flowchart, and maintain ongoing documentation for the customer contact center to reflect the desired call flow and customer journey
> Organize and plan customer experience meetings.
> Responsible for the day-to-day administration of Helpdesk and Live Chat tools (i.e. Gorgias) and other customer services web-based technology.
> Champion opportunities to consistently improve the customer experience through all communication channels, including Calls, e-mail, chat, and others.
> Map the customer journey and identify opportunities to improve customer experience, engagement, efficiency, and effectiveness.
> Elicit and document business requirements for the system, procedural, or program changes.
> Prepare knowledge-based documents, ad-hoc reports, and other pertinent information for key stakeholders.
> Take ownership and initiative for all customer concerns, working cross-functionally as needed with our marketing, product, and operations teams.
> Develop & Provide all relevant reports on performance metrics
> Create cross-training programs within customer service and other departments
> Develops and implement process and operational improvements to enhance the efficiency and effectiveness of operations.
> Build technical knowledge and contribute to developing the support function within the team.
> Ensure CX processes and procedures and used effectively by the entire team
> Evaluate and propose new technologies and processes as needed to support scale
> Track, analyze, and report on quantitative and qualitative customer satisfaction and feedback, including making recommendations for improvements
> Help test site functionality and e-commerce flows to enhance the customer experience
> Own internal communications to ensure the customer service team is up to date on company initiatives and product launches


Customer Service Manager Qualifications / Skills:
> Good CRM experience related to Customer Service
> Excellent organizational and time management skills and outstanding project management experience.
> Strong communication skills, verbal, written, and visual
> Capable of streamlining and improving processes and troubleshooting
> Ability to recognize process issues and make improvements
> Thorough understanding of the entire eCommerce process from conversion to fulfillment to customer service.
> Hands-on experience with eCommerce platforms (i.e. ShopifyPlus) and customer service/live chat software (i.e. Gorgias).

Our Core Values and what we built our culture around:

WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions

PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions

FAIL QUICKLY AND LEARN: We favor testing and failing quickly and learning from our mistakes to continue to level up

OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency

CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table

PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture

Company Benefits:

> Medical and dental benefits after 6 months of tenure
> Paid Time Off (PTO) for all full-time tea ---------- mbers
> High growth trajectory with quarterly/annual reviews