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About the Role
Jacob is seeking a leader to build and manage customer experience and retention, fostering strong customer relationships through exceptional and personal service as the company grows. This role involves hands-on customer care, team leadership, and developing systems and programs to enhance customer loyalty and engagement.
Responsibilities
- Lead customer support across channels, ensuring quality and consistency in email, social, Amazon, and Faire.
- Set clear standards for response times, resolution, and communication aligned with Jacob's voice and values.
- Develop and maintain workflows, escalation paths, training materials, and a knowledge base for customer service.
- Establish clear responsibilities and coverage for the customer service team and coach them to provide thoughtful, personal care.
- Coordinate with internal teams and external partners to resolve customer problems and rebuild trust.
- Gather customer feedback beyond support conversations and integrate it into product, operations, and content decisions.
- Identify recurring customer concerns and collaborate with owners to address root causes.
- Create memorable customer experiences through surprises, recognition, and involvement, such as early access to products or exclusive offers.
- Develop and lead programs to strengthen customer relationships, encourage repeat purchases, and enhance customer rewards.
- Manage customer retention and loyalty initiatives from concept to execution, measuring impact and iterating.
- Bring innovative ideas for making customers feel valued.
Requirements
- 3-5+ years of experience in ecommerce customer service, customer experience, or closely related operations.
- Experience improving support processes.
- Experience coaching teammates.
- Experience resolving complex customer issues.
- Comfort working within ecommerce platforms and customer support tools.
- A customer-first orientation with a focus on making things right and exceeding expectations.
- Ability to prioritize customer trust over short-term gains.
- Deep care for health, performance, and helping others feel better.
Skills
- Team leadership
- Customer care
- Customer retention
- Customer loyalty
- Customer engagement
- Program development
- Communication
- Problem-solving
- Systems development
- Workflow development
- Training
- Knowledge base management
- Feedback analysis
- Product development input
Location
- New York City
Work Type
- Full-time
- In-office
Experience Level
- 3-5+ years
Salary/Compensations
- $130k-$170k
Benefits
- Company equity opportunity
About the Company
- Jacob is a company focused on customer experience and retention, aiming to build lasting relationships and make customers feel heard, known, and appreciated.