Customer Experience Lead

Dutch | $20-$25/hr

Steph's Notes:

This one was submitted by John C. Thanks! John reports that he interviewed for a Director role at this company some time ago, and they're now hiring for Lead role that's hybrid out of Oakland, CA.

So, this one feels like a whole story. One of the co-founders of this company, a "serial entrepreneur," started with Hims & Hers, which was an erectile dysfunction and male baldness company and a women's birth control and mental health meds company, respectively.

Of this founding experience, apparently, Spector's "biggest lesson from Hims & Hers was the importance of branding." Because when you're dealing with people's mental and physical health, the most important thing is obviously being recognizable.

Anyway, today's subject company, Dutch, is described as "a fast-growing tech company that is revolutionizing veterinary care" which is always frustrating for me. Everything is always "revolutionize this" or "disrupt that" – like, are you actually making vet care better? Or are you just trying to cash in by putting local vets out of business and making vet care harder to access and worse for everyone?

They realized the gap between suffering pets and high-quality, specialized care was far too wide. Dutch was founded to provide our pets with modern telemedicine—treatments rooted in science delivered monthly with ongoing support from trusted vets. After all, every pet should be able to access what it needs to live its happiest and healthiest life.

So...no to the former, yes to the latter. Honestly, it sounds to me like they invented a gap in vet care and then raised on it.

We want to hear from people that are excited by tackling the hard problems

Is the hard problem that Dutch can't or won't properly compensate people for the work they're doing? (Spoiler alert, I guess).

Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents.

Oh, I bet it then comes with best-in-class pay, right? RIGHT?

Customer Outreach

Oh boy, now what does that mean?

Additional Projects: Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders.

Woof – pun intended. 1) How many late orders are we talking that you need a task force for handling them, and 2) what exactly is the CX Director doing, assuming they exist?

The only two "benefits" that appear in that section are "competitive compensation" (oh just wait) and "hybrid work environment," which – say it with me! – IS NOT A BENEFIT.

$20 - $25 an hour

YEP. YOU READ THAT RIGHT. $20 to $25 per hour in Oakland, CA!

Now, we all know that I am a petty bitch. So, did I look up the minimum livable wage in Oakland as of 2023? Sure did!

A single person with no children needs $84,026 after taxes to support a comfortable lifestyle in San Francisco-Oakland-Berkeley.

That is $40.40 per hour for those of you following along at home.

This position is Full-time, 40 hours per week
Ideal Shift: Sunday - Thursday
*Shifts are subject to change based on business needs.
*We will strive to give as much notice as possible if shift changes should be needed.

Let's review: this is a lead role for managing multi-channel support agents, offering frontline support yourself, and executing duties that should be undertaken by a possibly fictional Director. For $20-$25 in Oakland, CA. Talk about some branding!

Original Job Description: Customer Experience Lead

About Dutch

Dutch is a fast-growing tech company that is revolutionizing veterinary care. We’re on a mission to increase access and care to pets across the country, delivering relief to both pets and their pet parents. We are excited about tackling the hard problems in an effort to help every pet live their happiest possible life.

Position Overview

The role of CX Lead at Dutch means being a top performing member of the CX Team and helping support day-to-day CX operations. CX Leads are the epitome of Dutch CX excellence and should set the standard that CX agents strive to attain. This includes but is not limited to hitting and exceeding all minimum daily targets, helping with questions and escalations, and performing additional tasks as required and assigned, such as side projects.  A successful CX Lead serves as the first tier of escalation support, handles difficult cases, and maintains strong productivity. They have the leadership skills to proactively help manage team queues in order to meet and exceed our KPIs and SLAs and the communication skills to call out issues they see and recommend improvements. Above all, a CX Lead will act as a true brand ambassador for Dutch and mentor to Agents by helping deliver outstanding customer support and developing customer relationships. Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents.  

What you'll do at Dutch:

• CX Queue Support: Help manage the CX team to KPIs and SLAs set by company and team leadership. This includes but is not limited to:
• Customer Service Support: Email, Chat, Text, Phones
• Provide daily support for the CX Agents
• Help support cross-functional communication channels
• Serve as the first tier of support with escalations
• Be willing to step in and own the ticket when necessary
• Sweep CX Queues
• Customer Outreach
• Order Management: Daily order management support tasks.
• Additional Projects: Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders. 

Qualifications:

• 2-5 years of experience in Retail or Customer Service
• Customer service oriented, always trying to do the best for the customer
• Experience with email, phone, text, and sms support channels
• Experience using a customer service solution, i.e. Gorgias, Zendesk, Kustomer, Gladly, Salesforce
• Ability to handle multiple projects simultaneously with attention to detail
• Proficient with Google suite and Google sheets
• *Bonus* Order Management experience, Shopify, etc. 
• *Bonus* Background in animals, pet care, or veterinary care

Benefits:

• Competitive compensation
• Hybrid Work Environment

Our Guiding Principals:

• Pets First – business and medical decisions are always guided by the pet’s best interest. We’ll never compromise on pet health and we’re all here because we care about their well-being
• Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way
• Creativity is our Catnip – Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand
• Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you’re an expert - give others context, reinforce the positive, and help them understand.

$20 - $25 an hourThis position is Full-time, 40 hours per week
Ideal Shift: Sunday - Thursday 

*Shifts are subject to change based on business needs. 

*We will strive to give as much notice as possible if shift changes should be needed.