Sunday

Unbox a better lawn. With tech-powered custom guidance and nutrients throughout the year, we help families cultivate beautiful, safe lawns.

We are a venture-funded, Boulder-based startup that’s reinventing the lawn and garden space through a lens of ecommerce and technology. Our data-driven service and products will help 90 million Americans turn their yards into verdant and sustainable ecosystems - without all the toxic stuff. (Think Dollar Shave Club, but instead of beards, we’re helping families take care of their lawns using technology.)

We are super fortunate to have top-tier investors and advisors and now we are looking for the right people to join our core team. Together, we’re going to disrupt an industry by building cutting-edge products that help people and the environment.

We are looking for a Customer Service Manager who will be responsible for customer prospecting, onboarding, success, and retention. The role requires direct hands-on interaction, as well as building and managing a team as we grow. It will entail everything from helping to create customers’ initial custom lawn plans, to answering lawn care and order-related questions from all forms of communication, to eventually overseeing domestic and offshore support teams. This person will champion our brand and its values with both existing and potential customers, as well as other external partners. As Sunday is a fast-paced startup, this is an opportunity to join at the ground level, make immediate impacts, work directly with founders, and continually grow with the company as it scales. Some of the general responsibilities of the Customer Service Manager include but aren’t limited to:

• Lead customer intake and setup processes relating to personalized lawn care plans
• Answer questions pertaining to care plans, services, products, and other offerings
• Manage customer communication as it relates to order fulfillment timing, quantities, order, compliance, returns, credits etc.
• Process all customer orders, phone calls, emails and social media inquiries within 24 hours; staff phones and online chat during agreed upon hours
• Creatively accommodate seasonality of order volume and customer calls
• Communicate customer requirements and priorities to operations and logistics as needed
• Partner closely with other internal leaders and teams to assure our customers’ needs are represented and prioritized
• Develop and evolve scalable tools and processes, identifying right mix of touch and technology
• Build and manage teams, internally and potentially offshore
• Develop, report, and drive metrics and KPIs

Desired Background

• +2 years of professional experience in customer service, success, engagement, etc.
• Exceptional written and verbal communication skills, both externally and internally
• Experience with CRM and other customer service-related software
• Ability to identify areas of improvement with existing and non-existing processes
• Strong experience and comfort with social media channels
• Track record of excellent execution with strong attention to detail

Other Skills and Qualifications

• Customer-centric mindset with willingness to continually listen and learn
• Strong interpersonal skills including flexibility, positivity, and relatability
• Understands time sensitivity for issue escalation
• Thrives under pressure; experience working in fast-paced startup preferred
• Mastery of multi-tasking, prioritization, delegation, and meeting deadlines
• Must be resolution oriented
• Understands and fosters an environment of teamwork and collaboration
• Results-driven with a positive attitude
• Must be okay with office dog, a golden-doodle named Richard
• Roll up the sleeves, can-do spirit! You look forward to being part of a small, scrappy team and are willing to pitch in with whatever needs to get done

Boulder, CO

No Deadline Provided

No info provided