Client Experience Manager

We’re hiring a Client Experience Team Lead to build out our team. Our ideal candidate is someone who is an expert in client advocacy and prioritization that can inspire a team of Client Experience Associates to balance emerging technologies in an ecommerce startup and build client trust and loyalty.

Responsibilities:

As the Lead of the Client Experience team, you will ensure our CX Associates consistently deliver a smooth, delightful experience to our clients. Responsibilities include:

• Leading and inspiring a team of 5-10 associates working both in-office and remotely
• Training, developing and supervising associates answering communications from clients seeking assistance and guidance during their petite styling journey
• Providing coaching and taking corrective action to manage performance and drive consistency among team members to ensure on-brand communication and top tier service
• User Interviews: Facilitate regular interviews with users to collect feedback and insights to better serve our audience
• CX Operations: Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly
• Data Analytics: Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the “why” of what happens
• Effectively and efficiently build out CX team with quality candidates to keep up with growing startup needs
• Retaining clients through prompt and courteous service, always keeping client satisfaction top of mind

Minimum Qualifications:

• 3+ years of experience in a Customer Care Manager or Client Experience Lead role or other equivalent work experience
• Experience with having managed a team of 3 associates or more
• Ability to work in our SF office in Mission Bay

Other Qualifications

• Strong problem-solving skills with the ability to think analytically while working in a fast-paced startup environment
• Expert in navigating, utilizing, and teaching various platforms including Front, Zendesk, Airtable, and Stripe
• Entrepreneurial mindset: You must be comfortable and confident leading a small team where your ideas and efforts will have a direct impact on company processes
• Expertise in verbal and written communication with internal and external stakeholders
• Previous experience working in ecommerce or a tech startup is a plus
• Must be able to wear many hats with a hands-on, ready to go attitude
• Must be flexible and accept change readily with a driven and positive mindset
• Eager to learn and excited to help build a company from the ground up
• Able to translate client experience communications into recommendations and actionable items

Why You'll Love Working at Short Story:

• We are a group of smart, passionate, hustlers with a wealth of diverse experiences
• We are motivated by unique challenges and opportunities
• We are our own customers; many of us on the team are petite women who love our products
• We are a successful, fast-growing startup solving problems that have not been solved before and reinventing fashion for an underserved segment
• We are driven by the mission of helping petite women find their perfect fit so they can dress with total confidence
• You'll get the opportunity to try your hand at new things. We deeply believe in giving people opportunity to venture into new areas
• You'll get to work at an early stage start-up, to build the culture, and to have an outsized impact on our company and society

Benefits:

• Medical, dental and vision benefits
• Company meals & events
• Professional development resources
• Opportunity to work with a dedicated and experienced founding team
• Opportunity to progress rapidly through your career