Customer Manager (Remote but regular travel to Northumberland required)

October 10, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

About Swoon

Swoon was founded in 2012 to create distinctive designs that owners will want to keep forever and a lofty goal to spark home obsession everywhere.

We design original pieces in-house, and our innovative NPD process discovers the next trend quickly. Our testing platform ensures designs sell online at their intended price, and our data-led approach grows sales within families exponentially. Our business model cuts out expensive overheads like shops and overstocked warehouses, making our prices affordable.

Our distinctive look unlocks collaborations with leading retailers like John Lewis and many more. This diversified growth strategy is powering our brand to a significant market share. And we’re just getting started…

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What we are looking for

As an online business, we must provide exceptional customer experiences at every touchpoint. We require our staff to be the best in the industry, and we need cutting-edge tools and technology to service our customers.

You will be the day-to-day interface between our third-party contact centre and the core business, and your goal will be to ensure that our customer support is best in class. Your role will involve optimising all current systems and processes that support customer interaction, information exchange, and performance efficiency.

This job requires someone who is up for a challenge. The pace is fast, expectations are high, and resources are always limited. However, if you are willing to help us build the future, we would be delighted to have you onboard.

The business is remote, but we frequently meet for in-person workshops, planning, and scoping projects together. In addition, you will be requred to spend time with our care agents based inb a contact centre in Gateshead (Newcastle)

Responsibilities:

Working with the senior leadership team to define best-in-class customer experiences
Managing our outsourced customer service team and holding them to account for SLAs
Manage our resource requirements to deliver the service levels we have agreed.
Resolve complex customer problems that require escalation
Provide weekly and monthly business updates on the performance of the customer contact centre
Lead inititives to improve the customer proposition during and after delivery
Lead intitives to improve the tools within the contact centre
Deliver training to improve the performance of our care agent

Requirements

Ability to deal with complex escalated customer issues
Ability to work autonomously
High energy with a proven ability to move at pace whilst remaining level-headed and calm
Ability to effectively utilise data to inform performance-enhancing strategies
A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

Benefits

Upbeat, ambitious and collaborative – that’s us. We’re a lean team of 30, so if you relish responsibility and like to impact an outcome, we’re the place for you. We’ve made flexible working a permanent thing. Right now, the team works from home, but we’re open to what people might need in the future. We hold regular workshops in London; if the team wants to get together in a co-working space, that’s fine, too.

We have a wide range of perks and benefits, including:

Compensation

Competitive salary
Share options programme
Profit share scheme
Wellbeing allowance
Pension scheme

Benefits

Private medical cover for you and your family
Holidays, working environment and other perks
27 days holiday rising to 30 with tenure
Four months of summer hours finishing at 1 PM on a Friday
Free furniture on each anniversary of employment
Friends & family discount of 20%
Fully remote working
Frequent meet-ups, in-person workshops and socials