Job description

Let us introduce ourselves: we are Stella & Dot, a San Francisco based jewelry brand with an obsession for creating the trends of today that become the vintage of tomorrow. Pioneers of sharing our boutique style accessories through brand ambassador, we're known for bold and joyful style, but we’re so much more than just jewelry.

Confidence, creativity, and collaboration are part of our everyday – we believe that when you look and feel confident, you let your creativity shine and can collaborate to make the world a better place, one link at a time.

Since launching in 2008 we’ve styled millions of customers with our community of brand ambassadors. Today we are innovating our sales and service model to better serve our customers- we call it direct to community. We are embracing our heritage design, while also welcoming in new collaborations, ways to sell and share our products and focusing on doing right for people and the planet with a heightened give back and social responsibility strategy.

Sound like something you want to be part of? We’re a startup once again – if you think you could be a part of this story, and our next Customer Experience Specialist Lead then this could be the role for you.

We are seeking a driven, talented, and multi-faceted Customer Experience Specialist Lead who is detail oriented, analytical, agile, and organized. You’ll report to our Operations Manager and work remotely, so personal drive and accountability is required. This role is ideal for someone who thrives in a fast-paced environment and excels juggling multiple projects simultaneously all while delighting our customers.

*Candidates in the following states are not eligible to apply: Alaska, California, Colorado, Maine, New York, & Washington*

KEY RESPONSIBILITIES

· Engaging with customers and ambassadors daily over the phone, via email using the Gorgias platform, and providing best-in-class customer care for both brands.

· Help set the strategic vision for the consumer experience, informed by data & analytics, industry trends, and overall brand and business strategies.

· Support and manage the Customer Service Support team by leading in daily check-ins, coaching customer interactions, de-escalating customer concerns, and achieving customer SLA (Service Level Agreements).

· Drive brand affinity and engagement, facilitates revenue growth, increases conversion, and promotes overall consumer satisfaction and loyalty.

· Implement creative problem solving for both simple and complex issues using resources and intuition to generate immediate results.

· Act as a platform expert, supporting the overall strategic roadmap to build innovative solutions and support business objectives.

· Overcome adversity from the creative change individuals will experience as our brands continue to grow and evolve.

COMPETENCIES & EXPERIENCE

· 3+ years in e-Commerce experience with a focus on user experiences & DTC tools and functionality.

· Ability to effectively manage projects and quickly routinely prioritize based on business impact and strategic objectives.

· Experience with e-commerce platforms, but not limited to: Gorgias, Shopify, Yotpo, LOOP.

· Ability to juggle a fast-paced environment with multiple ongoing projects simultaneously.

· Excellent communication skills.

· Proactive problem solver.

· Able to delegate tasks and manage others.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote

jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.