Customer Experience Lead Manager

About immi:

immi (Click to view/) is a better-for-you Asian American food brand that invented the world’s first low-carb, high-protein, and 100% plant-based instant ramen. At immi, we’re reimagining our favorite foods with added nutrition and high-quality ingredients to taste just as good as you remember.

immi is founded by Kevin Lee (KLee) & Kevin Chanthasiriphan (KChan) who previously spent the past decade working together as product managers and venture investors in the tech industry. We grew up working alongside our families in the markets of Taiwan and Thailand where making and eating noodles was a part of our everyday lives. Now, we’re building immi to help our families better manage their health conditions arising from poor nutrition and unhealthy diets.

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Role

As the Lead Manager of the Customer Experience team, you will turn CX into a proactive rather than reactive function and put us on the front foot as a business to use customer experience as a marketing driver.

You will lead and grow a current team of 5 CX agents to communicate directly with customers to solve real-time issues, answer questions, and respond to customer feedback. Our goal is to provide our customers with an impeccable experience every time people are in touch with us. We want the experience of everyone who is engaged with us to be memorable and pleasant, so much so that they refer us to others.

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Responsibilities

Customer Support

– The foundation of our CX function will be built on customer satisfaction, ensuring that we
respond in a timely manner with a high degree of empathy and utility. You will work with the team to ensure that CSAT scores are in the 90s and avg. 1st response time is under 2 hours (within business hours).
– You will lead a team of CX agents to execute on your success metrics. It is your role to identify capacity constraints (when the org structure needs to change), identify and hire new talent, and keep the current team motivated and engaged. You should also put forward recommendations as to how the team should be structured and where they should specialize.
– You will set and align the team on the success metrics we are trying to impact with our CX activities.
– Record and relay recurring customer feedback and insights to internal teams such as marketing, product, operations, design, sales, etc… in order to constantly improve the customer experience.

Education

– In order to establish the value proposition of our product, it is critical that we communicate to
consumers the amazing functional benefits of immi in addition to the delicious taste. CX will play an important role in this education.
– You should focus on the customer journey and develop a clear plan for how, when, and where we want to introduce this education to consumers with direct response (inbox, DM’s, social and ad post comments).
– You will work with the team to manage a clear list of template responses to a range of different queries, as well as responses and articles that can be dotted proactively amongst comment sections and email responses.

Surprise and Delight

– While providing consumers with a basic level of quality service is important, it’s the special
touches and outstanding experiences that really capture their attention. As a brand, we want to be famous for these experiences; for going above and beyond in ways that blow people’s minds.
– These can broadly fall into two buckets:
– Scalable experiences that are easily replicated as we grow e.g. if we discover people
typically drop off after their 6th order we can offer them a mechanical discount on the
next; sending out a gift like a T-shirt and a message when people hit certain ordering
thresholds etc.
– Non-scalable experiences that build brand fame. You may decide to do random acts
of kindness a month for example e.g. send flowers to brighten someone’s day, a case of
a flavor to try you think they might like (or have commented that they are interested in)
etc. You could brainstorm these as a team and switch them each month.

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Preferred Skillsets

– You have led and managed a CX team (>= 5 team members) at a consumer brand with a physical product. Ideally you have managed a CX team at a food & beverage company.
– You have an interest in food and health.
– You are familiar with Gorgias and Google Drive (Docs, Sheets, Slides).
– A people pleaser. You’ve got strong interpersonal skills, which are demonstrated through being a good listener and empathetic, and you’re invigorated by constant personal interaction.
– Ready to take on a challenge. You have a “no task is too small” attitude, and the endurance to consistently deliver amazing customer experiences without exception.
– A quick learner. You’re agile and responsive, and savvy to find creative solutions.
– Adaptable to change. Especially in a fast-paced environment, where you can embrace new challenges on a daily basis.
– Interested in being a team player. You work well with a wide range of personalities, and you’re ready to contribute to an epic team environment.
– A fluent English communicator. Superior written and oral communication skills are required.

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immi Values

We cook together (team):
– We create an inclusive environment to care for each other.
– We push each other to strive for excellence.
– We own the failures; we share the successes.
We are executive chefs (ownership):
– We adopt an ownership mentality for both our work and the company.
– We look to bring more solutions than problems.
– We have a bias for action and we’re not afraid to get our hands dirty.
We strive for 3 stars (impact):
– We push to complete initiatives that drive impact and results.
– We’re open minded to creative solutions that drive impact.
– We prioritize with the big picture in mind.
We write recipes (writing):
– We scale through written words.
– We write for clarity of thought and better decision making.
– We document for clearer communication and reflection.
We cook in an open kitchen (openness):
– We build trust and accountability through open communication.
– We embrace evidence, learn from failures, accept criticism, and are always prepared to change our opinions.
– We have the humility to make ourselves better.