Job Description:

Rhoback is looking for an experienced Senior Customer Experience Manager to join our team.The Senior Customer Experience Manager should have best-in-class experience leading and executing CX initiatives that align with and build on Rhoback's best-in-class customer satisfaction standards. This role will also be responsible for managing, training, and developing a team of CX personnel that is growing rapidly. The CX Manager should have excellent skills in leading this team to hit departmental goals. Further, this position will serve as a voice of the brand and their efforts will be instrumental in providing the Rhoback community of customers with the best service possible.This role will be based, in person, in Charlottesville, VA and will start as soon as possible. This individual will be reporting directly to the cofounder.Position Responsibilities:The responsibilities of the Senior Customer Experience Manager include, but are not limited to the following:Create a Best-In-Class Customer ExperienceDeliver best-in-class communication and experience, ensuring customer outreach is consistent across all channels and audiences are provided with appropriate and informative information in a timely mannerOversee fraud, chargeback, and otherwise risk-indicating behavior mitigation processesDefine and implement escalation processes for applicable customer inquiriesEnsure all publicized customer service channels are accurate and clearWork with social media and brand teams to ensure communication is consistent and on-brandUse automation where possible to ensure customers receive prompt, positive, and consistent solutionsLead and Develop a Customer Experience TeamManage, develop, and oversee customer experience teams, both inhouse and contractedCultivate and lead a high-performing, consumer-oriented teamsImprove CX Team's skills and workflows to maximize customer satisfaction and operational effectivenessOwn, update, improve and automate (where possible) the processes for the customer experience teams; develop policies and procedures aligned with the customer engagement vision and strategyAnalyzing Customer Insights for Continuous Improvement Support Strategic Growth as Channels ExpandMonitor CX dashboards, analyze and report on performance of key platforms and vendorsExecute reporting on customer queries, including ideas to address key issues and reduce ticket volumeUtilize & compile data and insights on performance and report to foundersManage and improve customer experience metrics including contact volume, contact patterns and resolution outcomes to ensure service level objectives are metTrack, analyze, and recommend improvements to the customer journeyPartner with stakeholders across the business on product releases, digital campaigns, launches, promotions, updates and troubleshootingCollaborate with Website Team to drive efficiencies in the customer interface and on-site experienceCollaborate with Product Teams to communicate any product deficiencies and regularly pull data on ReturnsExchanges and present analysis to broader teamSupport the founders in establishing strategic direction and determining the model for overall brand support in key markets and new extensions of the Rhoback communityRequirements:7+ years of customer service experience in DTC e-commerce space3+ years of management experience in customer service spaceShopify Plus experience mandatoryGorgias experience preferredNetSuite experience preferredAnalytical and quantitative with acute attention to detailExceptional multitasking skillsProficiency in Microsoft Excel and understanding large quantities of dataSelf-starter work ethic with a desire to make a positive impactExcellent internal and external communication skillsPropensity to go above and beyond and think outside the boxOpenness to change and new ways of solving problemsNo-task-too-small attitudeTrustworthy and full of integrityCompany Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.