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About Autobrush
Autobrush is a clinically proven u-shape toothbrush brand built on innovation, disruption, and unparalleled quality. We are a direct response, D2C, self-funded startup with a passion for creating a culture where our employees are valued.
Job Summary
We are seeking a highly motivated and experienced Customer Experience Manager to join our team. As a Customer Experience Manager, you will play a pivotal role in improving our customer experience strategy and leveraging those growth insights to deliver real change to our brand.
Key Responsibilities
- Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy that aligns with the brand values and lifestyle.
- Ticket Management, Escalations and Chargebacks: Manage escalated customers, turn negative experiences around, and work closely to mitigate loss by managing chargebacks and disputes.
- VOC Insights: Develop, implement, and manage a comprehensive VoC program to gather valuable customer feedback and insights.
- Team Leadership: Manage and mentor a team of associates dedicated to delivering outstanding customer experiences.
- Communication Strategy: Develop and manage communication strategies for our customers.
- Social Listening: Stay on top of what customers are saying about our brand.
- AI Architect: Develop, maintain, and improve AI customer experience tools.
Necessary Skills & Attributes for Success:
- Eagerness to stay current with industry trends and emerging technologies.
- Exceptional problem-solving and critical thinking skills.
- Excellent organizational and time management skills.
- Familiarity with customer experience management platforms.
Qualifications:
4-6 years of experience in customer experience management, preferably at an in-house D2C brand, with a proven track record of enhancing customer satisfaction and loyalty.
