Director of Customer Experience Manager
About the Role: In this role, you will support our Senior Director of Growth Engagement & Lifecycle Marketing on customer-facing retention efforts working in both a strategic and task-oriented capacity. You will play a key role in the day-to-day operations of our Customer Experience program, including tracking takeaways and insights to improve Beam’s Customer Experience program and assisting in strategy and implementation of retention efforts. This person must be passionate about people, extremely organized, and have the flexibility to adapt to changing priorities.
What you’ll do
- Create and manage regular reports on customer satisfaction, ticketing trends, returns, and ad hoc data pulls
- Develop and implement strategies for improving customer satisfaction and retention
- Provide daily oversight and support as-needed within Beam’s ticketing platform
- Provide training and real-time support to offshore CX agent(s)
- Identify, track and report on customer activity, satisfaction score, and support trends
- Manage and update ticketing interface with policies, protocols, and necessary tracking functionalities
- Improve upon, maintain and update Beam’s CX manual with current SOPs and best practices
Who you are
- 5+ years in a Customer Experience Management role, preferably in a subscription-based DTC business model
- Proficient understanding of Gorgias, Zendesk or other similar ticketing systems capabilities and reporting functionalities
- Excels in self-direction, self-pacing, and working independently
- Keep a cool head, a “nothing is beneath me attitude” and be able to reprioritize on the fly
- Strong attention to detail with exceptional organizational and follow-up skills
- High degree of professionalism, integrity and confidentiality
- Availability to help on the weekends or outside of normal business hours
- Willingness to assist in day-to-day ticket answering as needed
- Excellent written and oral communication skills
- High energy, ability to consistently take initiative, and a healthy dose of hustle
- Ability to work autonomously and prioritize tasks and responsibilities
Location: [Boston, MA or NYC/ Brooklyn, New York] Hybrid work schedule of 2-3 days/week in-office at either of our Boston or Brooklyn headquarters.
As a company that values diversity, equity, and inclusion, beam encourages individuals of all backgrounds and experiences to apply for this opportunity. We’re a small, collaborative, hardworking team creating an environment where everyone can flourish.
Beam provides autonomy, ownership, flexibility, constructive feedback, a safe space to thrive, and unbridled opportunity for growth outside of silos. our people are empowered to make decisions for the company- both big and small.
Beam provides fully covered medical benefits, unlimited time off, 401k with up to 4% match, charity matching, a wellness stipend toward health or fitness, hsa/fsa/childcare fsa enrollment, and an investment into professional and personal development.
These are the values that guide our decisions in the business:
People first
We take care of ourselves, our teammates and our customers equally
Constant improvement
Small daily improvements and a commitment to innovation and growth in our personal lives, as well as throughout the business
Transparent and open communication
say it straight or it comes out crooked- respectful and direct communication always
Ego is the enemy
Always stay humble, hungry, and curious
Think like an owner
How are my actions or this moment going to affect the big picture?
Risk taking
Make informed bets and emotionally move on from the ones that don’t work
Creativity and rapid iteration
Think big, fail fast and inexpensively
