The Customer Experience Director ensures that the customer experience is exceptional and upholds our commitment to supplying the same level of customer service one would expect from their trusted local shop, only in an online marketplace. Responsibilities include but are not limited to managing the Customer Experience team, setting standards for customer service that exceed expectations, and owning/creating KPI’s while upholding our company’s policies and values.

The position calls for regular, close communication with executive leadership, employees, consumers, clients and other departments within the company. Maintaining a positive, helpful attitude is imperative in this position. Flexibility and a willingness to help in any way possible are needed in our small, dynamic team environment. Time management skills, including the ability to work efficiently, accurately, and be self-motivated, are critical. Knowledge of bikes is a plus.

PRIMARY RESPONSIBILITIES

• Daily participation in a proactive team environment that involves a ‘lean process’ approach to continuous process improvement in everything we do.
• Training, managing, and tracking the policy development and deployment of the customer service department.
• Hiring and management of Customer Experience team.
• Owns and reports KPI’s for CX team.
• Driving sales through incredible customer experience.
• Managing communications within eBay. This includes but is not limited to customer questions, messages, feedback profile, DSR ratings, and Resolution Center.
• Managing partner relationships with customer service tool providers (chat, phone, email).
• Discovering new systems and processes that lead to improved efficiencies.
• Investigating issues with customers / clients and finding solutions.
• Answering and managing the phone system and directing calls.
• Overseeing the return processes.
• Demonstrating proficiency with our computer systems and software.
• In addition to on-the-job training, the employee is encouraged to use, enjoy and better understand our products outside of work. Get out and ride!

QUALIFICATIONS

• Two to four years of customer service and/or retail experience, preferably in the bike industry.
• College degree preferred.
• Proficient understanding of Mac computers and typing skills of at least 40 words per minute.
• Excellent written and verbal communication skills and strong interpersonal skills.
• Strong organizational skills with a high attention to detail.
• A positive and professional attitude and a consistent work ethic must be self-motivated and work well alone as well as on a team in a shop/warehouse atmosphere.
• A passion for working in a high growth business is critical, as the pace and expectations of the culture require a commitment to excellence.
• A passion for success, a positive and friendly attitude and a consistent work ethic are all a must.
• Management experience a plus.
• A passion for the outdoors.