Archipelago Senior Customer Service Manager
Archipelago Senior Customer Service Manager
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Job Description
Who We Are:
Archipelago Companies a portfolio of highly successful consumer lifestyle brands is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands including OluKai Kaenon Melin Roark are leaders in their respective markets offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies we pride ourselves on our commitment to integrity and we strive to create a culture of excellence in everything we do. If you are a driven and innovative individual with a passion for consumer brands we invite you to apply for our open position and become a part of our dynamic and growing team.
About The Role:
As Archipelago Customer Experience Team Senior Manager you will lead the customer experience team and cultivate a consumer-centric culture with a mission to deliver a best-in-class customer experience and build long-lasting relationships with our online customers.
To be successful in this position you must be a passionate leader of people and passionate about delivering the best customer experience possible with the curiosity and love for finding new innovative solutions to problems. You must be an advocate for change. You must be tech-savvy and comfortable working with autonomy in a fast-paced ever-changing environment. You should be highly organized and capable of operating on cross-functional teams and multiple levels of an organization.
Responsibilities include but are not limited to:
The Customer:
- Create day making experiences for every consumer.
- Be the voice and advocate of the customer within the organization.
- Continue to evolve our DTC experience and exceed our customers expectations every time.
The Business:
- Champion Voice of Customer insights throughout organization.
- Identify opportunities and share actionable insights about the customer journey/ experience back to the company.
- Partner with the DTC team create business-driving strategies that enhance the customer experience.
- Manage service-level agreements to ensure fast order and refund processing.
- Manage tools for chat tickets and calls being used by the team; evolving when necessary.
- Oversee and manage the consumer order process from order place to fulfilment.
- Manage Fraud Prevention platform and process.
- Manage Day Maker KPIs and provide weekly customer experience reports to the DTC team for distribution to the company.
- Responsible for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores for all 4 brands reporting on them daily weekly and identifying areas of improvement. Reporting to Senior Management of each of the 4 brands weekly and Executive Leadership Quarterly.
- Serve as Client Experience Project Manager partnering with Development and IT and other cross functional resources to develop and optimal digital client experience across web mobile and app platforms.
- Oversee the ongoing development and execution of department SOPs.
- Identify new systems and partners who can help us improve our level of service and efficiency.
The Team and Culture:
- Have fun every day.
- Directly manage and inspire the team to deliver a best-in-class customer experience via phone calls emails and live chats.
- Be a servant leader with the support of Leads manage the day to day functions of the team and provide backup when necessary.
- Oversee the hiring and onboard training program for new employees and seasonal staff.
- Develop staff through performance management goal setting training and effective employee relations. Seek and implement process improvements regularly.
- Coach and mentor the team with ongoing employee training and development.
- Manage timecard approvals vacation requests and team coverage.
- Manage the formal performance review process for the department.
- Create and implement regular team building events.
Other responsibilities as assigned.
Qualifications Skills Experience:
- Bachelors degree in related field required; Marketing background preferred
- 7-10 years direct to consumer customer experience
- 3 years of people management experience with a proven track record leading a team of 5 or more
- Experience working with tech stack similar to ours Gorgias Shopify Plus Full Circle (ERP) AirCall Sierra (Virtual Agent)
- Management of an outsourced as well as in house teams preferable
- Exceptional interpersonal verbal and written communication skills
- Must have experience interacting with customers via email phone and live chat
- Comfortable working with autonomy in a fast-paced ever-changing environment
- Strong analytical skills with a proven ability to leverage data to drive continuous improvement
- Self-directed in execution and require limited supervision in driving execution
- Must be willing to jump into the trenches and support the team when needed
Location & Office Structure: This is an in-office hybrid position mandatory 4 days per week in office in Irvine CA with the option to work from home 1 day per week. Schedule may change without advance notice. Holidays and weekend work are required. Subject to change without notice as per company guidelines.
Compensation: The salary range for this position is $111000-$140000 plus opportunity for annual bonus; salary is based on the experience that you bring to the position.
Benefits and Perks:
- Complimentary chef prepared breakfast and lunch provided Monday - Thursday
- Generous product gift program and all brand discounts
- Growth opportunities within the Archipelago family of brands: OluKai Kaenon Melin Roark
- Company bonus program
- 5 year and 10 year Anniversary gifts to Hawaii and other desirable destinations
- Wellness program including but not limited to in-office gym and group fitness classes
- Medical Dental Vision insurance in accordance with plan guidelines
- Company paid life insurance
- 401k with employer match in accordance with plan guidelines
- 15 Days of PTO plus one additional day of PTO every year on your anniversary and 3 Floating Holidays per year
- Paid beach and giveback days bi annual team building events and other in person celebrations
- Work with talented and great people who share a love of the ocean lifestyle
- OluKai is a Certified B Corporation with paid company service days
- Dog friendly office
Archipelago Companies values a diverse inclusive and entrepreneurial workforce and culture and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individuals race color sex gender identity gender expression religion age national origin or ancestry citizenship physical or mental disability medical condition family care status marital status domestic partner status sexual orientation genetic information military or veteran status or any other basis protected by federal state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability please contact us at Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.
Required Experience:
Senior Manager
Employment Type
Full-Time
