Customer Experience Manager Jobs

About Debut

Debut is the unconventional innovation lab spearheading the next generation of big business. Only Debut has a scalable, integrated, climate-positive creation model powered by biotechnology that puts human wellbeing at the center of everything we do—setting the new standard for profitable business and a new pace for an ever-changing world. Our hybrid biotechnology approaches unlock latent markets, providing access to sustainably produced, natural ingredients with health benefits that cannot be obtained through other methods. We are committed to traversing the entire process, from ingredient discovery to the scaling of these products, for consumer markets. If you are passionate, enjoy fast-paced innovation and collaborative teams, then Debut is for you. 

We aim to be a leader in the sustainable brands direct-to-consumer landscape, by always experimenting and evolving our practices to best serve our consumer community, drive increased growth and relevance, and be at the forefront of new consumer engagement vehicles.

Debut is seeking a Customer Experience Manager to define and develop our brand's best-in-class customer experience practices pre-launch, and then lead, execute, and optimize post-launch. You'll contribute to the future success of our brand by helping us develop a thorough response matrix so we can standardize our communication process. You'll be responsible for customer service throughout the customer journey, from when a customer lands on our social media to follow-up emails and product fulfillment. The ideal candidate will have strong leadership capabilities, be able to effectively motivate team members and implement process improvements. We're looking for someone with passion, creativity, and an entrepreneurial spirit to lead our customer experience team and help us create a world-class experience for our customers.

The role reports to the Director of Ecommerce & Digital Marketing. We have a preference for candidates able to work in San Diego or Los Angeles. For the strongest candidates, open to Remote, with regular travel required to San Diego.

Responsibilities

• Develop and maintain our customer experience support guide
• Implement processes for a systematic team approach to investigations and sustainable solutions.
• Ensure team is utilizing best technologies possible to drive efficiencies
• Ensure error free process for orders from initial order entry through to fulfillment
• Maintain customer records and update information
• Research trends and analyze data to interpret customer needs and maximize future enhancements to our products and brand messaging.
• Open and close account profiles
• Manage fraud protection
• Resolve product or service issues by identifying customer complaints, determining cause and selecting an explanation and/or solution to rectify the problem
• Develop and implement training protocols for consistent customer service and effective onboarding.
• Develop and lead the implementation of KPI reviews with the team.
• Ensure that the customer service team is communicating throughout our omnichannel strategy
• Flag recurring concerns and escalate issues to cross-functional teams
• Maintain financial information on accounts
• Help develop the customer experience channels, identify customer pain points, and ideate ways to improve the customer experience.
• Lead education of prospective customers on our brand & drive retention of current customers

Preferred Experience And Capabilities

• Ability to work in a fast-paced tech-oriented startup environment
• Must be highly organized and detail-oriented.
• Experience at a DTC Ecommerce brand required, ideally at a beauty/wellness brand
• Experience automating systems and tasks
• Excellent communication skills and customer service skills
• Must have 3+ years of customer service experience
• Strong verbal and written communication skills to craft grammatically impeccable emails
• Ability to work autonomously in a fast-paced, high-growth environment

Salary: $80k-90k per year