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Ursa Major is looking for a Customer Experience (CX) Manager to support our e-commerce channel. This person will lead our CX team and implement strategies to deliver excellent customer support across every customer touchpoint. This role will work closely with all departments in the organization to solve customer friction points based on trends and insights.
You will be responsible for improving overall customer satisfaction and retention KPIs while infusing every interaction with our brand voice and values. This role will require a deep understanding of our products in order to educate and advise customers on product selection and usage. This position will be a key part of nurturing brand loyalty and supporting the overall success of the e-commerce channel.
The right person for this role will have outstanding communication, organizational and problem-solving skills, and a passion for customer support. The ideal candidate has extensive experience turning customer interactions into a positive brand moment and a track record of successfully managing people and resources.
- This role is considered remote. We are headquartered in VT, with team members all over
What You’ll Do
- Create a vision for CX at Ursa Major and guide us to becoming a CX leader in our industry
- Lead, manage, and develop Ursa Major’s customer experience team
- Facilitate close collaboration with ecom, marketing, operations and product development teams to ensure customer feedback is being used to improve the brand experience
- Advocate for our customer based on trends and insights
- Ensure CX policies and processes are documented, efficient, and reflective of our brand
- Monitor customer inquiries and feedback through various channels, such as email, phone, social media, and product reviews
- Develop strategies for improving customer experience based on customer feedback
- Monitor and improve CX KPIs vs industry benchmarks
- Contribute to the growth of customer loyalty and retention metrics
- Leverage customer feedback tools, surveys and reporting as needed
- Ensure CX tech stack is fully optimized and up-to-date with latest features and functionality
- Find new and creative ways to leverage CX as a revenue driver for the ecom channel
- Proactively plan for and find moments to surprise & delight customers and go above and beyond their expectations
- Plan and prepare for high-volume support periods due to product launches, seasonality, and promotions
Our Mission
To help people everywhere tap into the healing powers of nature, so that their skin and spirits can truly thrive – while raising the bar for what it means to be a responsible skincare company.
Requirements
- 5+ years of customer support experience, ideally at another DTC company
- A deep understanding of customer service principles and practices
- Excellent verbal and written communication skills
- Passionate about helping customers
- Proven leadership and managerial skills
- Strong analytical skills
- Quick problem solver; ability to remain calm in stressful situations
- An expert in CX software (we use Gorgias)
- Experience with Shopify, Recharge, Klaviyo, Loop Returns, and/or NetSuite is preferred
- A solid understanding of e-commerce operations (shipping & fulfillment)
- Passion for skincare is a plus
Benefits
- Competitive compensation, plus equity.
- Health benefits and paid parental leave.
- 401k with company match
- Generous PTO and ability to work remotely.
- 2 “Epic Days” yearly (a chance to spontaneously take off and enjoy epic weather!)
- Paid volunteer time wherever you are, and organized team volunteer events in VT.
- A culture that believes in balance, and encourages plenty of fresh air.
- Co-workers and leadership who want you to thrive.
- Office in Waterbury, VT for those nearby (dog-friendly and stocked with healthy snacks and local brews).
- Carbon Offsets for employee commutes.
- Free Ursa Major products, of course!
