Customer Service Manager

Sola Wood Flowers is looking for an experienced Customer Service Director or Customer Service Manager to join our team.

**Who are we?**

At Sola Wood Flowers, we are transforming what artificial flowers can be by providing better flowers for less with our affordable eco-friendly wooden flowers.

We’re working towards building a modernized $100mm+ vertically-integrated platform selling through direct-to-consumer, owned retail and traditional wholesale channels.

Our fast-growing company has grown to ~100 people in less than 4 years and is looking to continue our rapid-growth with the right Customer Service Director.

**What is our culture like & who is a good fit?**

Culture-fit is our #1 factor when hiring

We have a genuine will-to-win. No work is beneath us if it moves us towards our goals.

We utilize creativity to do more with less - and quickly

We use data to make decisions. The only “arguments” we get in are about how we should be collecting data, and how we should be analyzing it.

We love learning - every problem is an opportunity to grow.

If you want a stress-free corporate 9-5 job, this isn't it.

**If you want to**:
Shape a fast-growing company - and scale it to $100mm+.

Drive results with a group of passionate, smart & hardworking fun people.

Work in an environment _without _politics, busy work, or corporate chicanery.

Participate meaningfully in our growth with an excellent compensation package that is clearly defined via our compensation philosophy.

Then you have come to the right place.

**Objectives & Responsibilities**:

- Own customer service end-to-end.
- Quantifiably improve our customer experience as measured by average product reviews, lifetime value, and post-purchase surveys.
- Work with our customer service team to improve key performance indicators like time to resolution, response rates, and overall customer satisfaction with our service.
- Extract meaningful insights from our customers and use those to help our product development team iterate on and improve product.
- Evaluate and understand technical implementations. For example, if we want to switch CX platforms, you are able to lead this without excessive hand holding.
- Extract & analyze data in Excel/G-Sheets. You can use VLookUp, Pivot Tables, etc without issue. You are familiar with go-to eCommerce data sources including Shopify & Google Analytics.
- Able to parse data from CX platforms, surveys, Google Analytics, Rockerbox, and other sources to improve the customer experience.
- Fluent in spoken and written English.
- Able to work US hours (MST).
- Are able to provide references as requested. We do not want to waste your time or ours with a potential mishire. Our interview process is detailed & thorough.
- No issue working 50+ hours routinely. You wouldn’t know what to do with your free time if you were working less.
- Excellent cultural fit as per our values above.

**How Our Hiring Works & How We Operate**:

- When hiring, we’ll work with you to define the KPIs you’ll be responsible for and set targets. This removes ambiguity around wondering if you’re doing a good job after you start.
- Initial soft interview, then a long-form live technical interview with the appropriate department. Our average time-to-hire from our first interview is ~8 - 10 days. We pride ourselves on timely responses and updates for applicants.
- We run on EOS/Traction. If you’ve used Scaling Up or something like OKRs, you’ll likely slip into Traction easily If you haven’t used it before, we recommend quickly researching Traction.
- Our compensation philosophy clearly defines how we conceptually think about compensation at our company, our bonus structure, and more. This will be shared with you after our technical interview.

**Salary**: $45,000.00 - $75,000.00 per month

Ability to commute/relocate:

- Monterrey, N. L.: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- How many customer service reps have you managed before?
- What is your total monthly compensation?
- What software have you worked with before?
- Have you done customer service for ecommerce/DTC before? If so, what software/platforms did you use?

**Language**:

- English (required)

Work Location: One location