Customer Success Manager

Job Title: CUSTOMER SUCCESS MANAGER
Location: Remote
Shift: 9AM-5PM AEST (7AM-3PM PHT)
Salary Range: 8-10 AUD/ Hour (Depending on skills & proficiency to the role)

*IMPORTANT NOTICE*: Please carefully review the responsibilities for the Customer Success Manager position and assess your qualifications. Apply only if you are confident in your ability to meet the demands of this role. Your first step towards joining our team is completing the assessment form provided below. Your thorough understanding and fit for this role are crucial for success.*

JOIN THE VANGUARD OF WELLNESS INNOVATION AT EVEREST LABS AU
Everest Labs AU stands at the forefront of the wellness industry, thanks to our pioneering product, the Everest Pod. Our mission goes beyond innovation; we are dedicated to impacting lives, fostering a culture of excellence, and delivering unparalleled quality to our customers. In our dynamic startup environment, every team member plays a crucial role in shaping our journey towards global leadership in wellness solutions.

THE ROLE: NAVIGATING THE FUTURE OF CUSTOMER SERVICE MANAGEMENT EXCELLENCE
ROLE OVERVIEW:
This pivotal role calls for an inaugural leader to set the foundation of our customer service department. Your mission: to develop a strategy that ensures exceptional customer interactions, establish operational best practices, and lead our team towards excellence. You’ll start by crafting the department’s framework and evolve to oversee its expansion, embodying our ethos of “building the plane while flying it.”

VISION FOR THE ROLE:
We seek a leader ready to redefine customer service in the e-commerce space, focusing on operational efficiency and a customer-first approach, driving Everest Labs into the future.

YOUR DAY-TO-DAY
As the Customer Success Manager at Everest Labs, your day begins with a thorough review of customer interactions on Gorgias, ensuring every query from the previous night is resolved with utmost attention and care. Mornings are dedicated to analyzing customer feedback, drawing out valuable insights to refine our products and streamline the user experience. This analysis paves the way for effective cross-departmental collaboration. Afternoons focus on strategic projects like enhancing our FAQ section and optimizing service workflows for greater efficiency and proactive customer engagement.

Your role at Everest Labs isn’t confined to the conventional 9-to-5; it’s fueled by a passion for excellence and a commitment to continuous improvement. You lead by example, showcasing outstanding communication skills, proactive problem-solving, and unwavering dedication to customer satisfaction. Daily, you inspire your team with your openness to feedback, consistent reliability, and a drive to exceed expectations. In your hands, both customer and team experiences are elevated, marked by rigorous attention to detail and vibrant enthusiasm.

KEY RESPONSIBILITIES:
A. Strategic Customer Service Development and Operational Excellence
* Strategic Leadership & Innovation: Lead the creation and execution of a dynamic customer service strategy that embodies Everest Labs’ dedication to unparalleled customer satisfaction. This involves crafting processes, workflows, SOPs, and customer retention strategies from the ground up, ensuring alignment with our broader objectives and fostering long-term customer relationships.
* Operational Excellence & Process Optimization: Champion the development of efficient customer service operations. Utilize tools like Asana, Slack, and Gorgias to establish and refine standard operating procedures, optimizing every process for rapid issue resolution and compliance with service level agreements (SLAs).

B. End-to-End Customer Experience Management
* Dynamic Communication: Masterfully navigate and engage customers across all platforms, including website chat, phone, and social media. Your role is to create genuine connections, understanding customer needs and concerns deeply, and responding with empathy and insight. This direct engagement is critical for tailoring personalized experiences, resolving complaints with a personal touch, and enhancing our product and marketing strategies.
* Customer Service Leadership: Serve as the primary point of contact for all customer service efforts. This includes managing a seamless transition and ensuring a consistent, high-quality customer experience.
* Knowledge Management: Develop and maintain an extensive FAQ knowledge base to proactively address customer queries, coupled with leveraging rapid chat support to enhance customer experiences and drive sales.

C. Gorgias Platform Mastery
* Streamline with Technology: Oversee the integration and optimization of Gorgias, enhancing our customer support platform’s efficiency. This initiative is pivotal in refining our service delivery processes.

D. Insightful Data Analysis
* Leverage Analytics: Employ data-driven methodologies to dissect customer feedback, translating insights into actionable strategies for product improvement and strategic alignment.

E. Performance Monitoring Measure Success:
Establish and vigilantly monitor key performance indicators (KPIs) to gauge the customer service department’s success, propelling continuous enhancements and strategic adjustments.

F. Team Building & Management
* Cultivate Talent: Following the department’s foundation, take charge of assembling, training, and leading a team of Customer Service Representatives (CSRs).
* Your leadership will foster a culture steeped in excellence, empathy, and continuous development.

QUALIFICATIONS:
A. EDUCATIONAL AND PROFESSIONAL BACKGROUND:
* Academic Credentials: Bachelor’s degree in Business Administration, Communications, or a relevant field.
* Industry Experience: At least 3-5 years in customer service, including a minimum of 2 years in a managerial or leadership capacity, ideally within an e-commerce environment.
* Leadership Proficiency: Demonstrated experience in establishing and leading a customer service department, encompassing function infrastructure or systems development, team building, training, and performance management.

B. TECHNICAL SKILLS AND COMPETENCIES
* Comprehensive Tool Proficiency: Command over customer service software, CRM systems, and project management platforms (e.g., Asana, Slack) to streamline operations and enhance team collaboration.
* Analytical Acumen: Strong capability in analyzing customer feedback and service metrics using tools like Google Analytics, turning data into strategic action for service improvement and product development.
* Digital and Process Innovation: Adept in digital tools for remote customer interactions and internal processes, with a proven track record in designing effective customer service protocols and SOPs. Creativity in problem-solving and a history of deploying innovative solutions to elevate customer service quality.
* Collaborative Spirit: Demonstrated success in working alongside product development and marketing teams, leveraging customer insights to refine products and services.
* Adaptive Learning: A preference for candidates with experience or the willingness to learn and implement call management systems, highlighting adaptability and a forward-thinking approach to enhancing customer engagement.

BEHAVIORAL AND INTERPERSONAL SKILLS
* Master Communicator: Exceptional at engaging customers with empathy and understanding across all platforms (chat, phone, social media), ensuring high satisfaction through effective resolution and relationship-building.
* Strategic & Innovative Thinking: Demonstrates a forward-looking mindset with the ability to creatively solve problems, anticipate industry shifts, and adapt strategies to maintain a competitive edge. Independent in managing tasks with a knack for prioritizing effectively.
* Collaborative & Empathetic: Excel in working across teams to boost customer experience and service delivery, with a proven track record of empathetic leadership that nurtures a supportive and inclusive team environment.
* Data-Driven Insight: Leverage deep insights from customer feedback and data analytics to drive strategic decisions, continuously improving customer satisfaction and operational excellence.

WHY JOIN EVEREST LABS AU?
Impact: Play a vital role in a company that’s changing the wellness landscape.
Culture: Be part of a supportive, innovative team that values every voice.
Growth: Benefit from unparalleled opportunities for professional development.
Flexibility: Enjoy the perks of remote work and a competitive salary package.

ENTICING COMPENSATION:
* Salary Range: Earn between 8-10 AUD/Hour, depending on your skill proficiency, experience, and fit for the role
* Broad Spectrum of Rewards: We believe in rewarding excellence—excel in your role, and be assured, the rewards will be both generous and fulfilling. Embark on a journey not just of career growth but financial rewards, with a bonus structure designed to recognize and reward your contributions and achievements.

HOW TO APPLY:
Ready to elevate customer service within the wellness industry at Everest Labs? Begin by completing the CSM Applicant Assessment Form Click to view/T32LVZPNGYTSm9xN8. This crucial step allows us to discover your potential and consider you for our team. Applications must be submitted exclusively via the provided Google Form link, ensuring a seamless process for aligning with innovative talents like you.

Join Everest Labs AU, where we celebrate diversity and foster an inclusive culture, pushing boundaries together to redefine wellness.