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 hiringWe 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 quicklyWe 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 monthAbility 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