Customer Care Manager

Sundays for Dogs | $70,000 - $90,000

Steph's Notes:

This seems okay? They're honest about the fact the company's experimenting with what works and what doesn't, which I appreciate, and the pay is pretty good for a non-technical, actually mid-level manager role.

Original Job Description: Customer Care Manager

Sundays for Dogs is searching for our next Customer Care Manager to join our growing CX team. If you’re a passionate people leader who loves dogs and creating above and beyond experiences for customers then this is the position for you! 

As Customer Care Manager, you will report into the VP of Customer Experience & Retention  and you will help support a team of 10-15 Customer Care Associates in partnership with our current Customer Care Manager. As a senior leader in the CX department, your success is defined not only by individual efforts and performance, but also by the team’s success. This is a growing team and department and we’re looking for someone who is excited to help us strategize and grow our incredible CX function here at Sundays! An obsession with customers and creating a best in show experience for them is an absolute must!

Responsibilities

• Directly manage & support a group of 5-7 in-house Care Associates
• Encourage, coach and lead associates in weekly and consistent one on one meetings
• Lead with a data-drive approach to track productivity and provide accountability to provide best in show experiences for our customers
• Hold your team account against performance indictors of KPIs of CSAT, Reply Times; Convos Per Hour; QA; etc.
• Drive solutions and improvements to our current Customer Care processes and continue to build and enhance our approach to how we provide customer experience
• Always have the customer top of mind and help us to create lifelong relationships with our valued customers
• Ensure our live channels and CX operations are properly staffed and that we are continuing to meet and exceed SLA's for our valued customers
• Help own scheduling and workforce management with the senior leaders of the team
• Partner with the Member Experience and Retention Leadership teams to jointly own various customer engagement, loyalty and retention programs including Voice of the Customer initiatives
• Manage our growing partnership with our BPO partner of 10-12 outsourced support team members
• Help build and support our new QA process on our Customer Care team to ensure quality and connect is top priority
• Help support our new Training Specialist with content, process and policy updates
• Play a huge role in communicating out new Care initiatives, updates, etc. across various forums to keep our internal partners up to date
• Lead and create team meeting agendas and be comfortable presenting to the team and company wide all-hands
• Must be a prolific & empathic communicator in Slack channels representing and coaching the team
• Be an active collaborator with our cross-functional team and partners to work towards company goals

Requirements

• A minimum 2-3 years with proven experience in Customer Care/Experience
• Experience working with CRM's like Dixa, Kustomer, Zendesk or similar
• Experience working with an internal order management system or internal admin
• Familiarity with tools like Notion or Asana for workforce management support
• Comfort with data visualization tools and working collaborative with a data analyst team (sigma, looker, tableau)
• Track record and true love for working both with our front-lines customer care team and also with customers directly when need be!
• You are a dynamic leader with superior verbal and written communication skills
• You thrive in your ability to motivate; team-build; and persuade cross-functional partners as needed, in service of improving our customer experience
• You love strategy and flexing your analytical muscles to maximize the value of contributions to our employees and customers
• You are relentlessly solutions minded and resilient, you approach ever issue with optimism and a "can do" attitude
• You have an infectious passion and enthusiasm for our customers, our employees and dogs
• You gotta thrive in an highly innovative and experimental company while also being ready to pivot and adjust as needed- you must be adaptable and flexible

Nice-to-haves

• You love working with data, to drive powerful insights; to establish the right KPIs and targets; to measure success against these KPIs; and to empower and inspire not just yourself but the whole department 
• Strong project management skills and ability to lead initiatives from start to finish, both within Customer Care and cross-functionally
• Experience with Google Workplace & Slack to communicate is a plus
• Experience with Sigma; Looker; Tableau; etc. would be great

Perks & Benefits

• Medical, Vision & Dental Insurance
• Mental Health Support + Free Therapy
• Personalized work from home set-up
• Proud remote-only workplace
• Annual $500 wfh stipend
• Unlimited PTO
• 401k plan
• Monthly Subscription to Sundays For Dogs

$70,000 - $90,000 a year

At Sundays, it's our make life easier on the modern dog parent so that they can spend more quality time with their dog.

Started by a veterinarian and a software engineer, Sundays is reinventing food for the modern dog family. Dogs used to sleep in the backyard and eat kibble; today, 2/3 of dogs in the US sleep in their parents' beds, yet 95% still eat heavily-processed kibble or canned food. Dogs have transformed from pets to family members, but dog food hasn't caught up. Sundays is answering the question: what do you feed the dog who sleeps in your bed?

Our DNA is in veterinary medicine and software design, so we're serious about science, technology, and analytics. Ultimately, we make dog food — so we make sure to take the "food" part very seriously, and the "dog" part with the right amount of fun.