Senior Manager, Customer Experience

Business Operations | San Francisco, CA

Customer support is an essential part of our company, and it is our Customer Experience Team’s job to ensure that we delivery quality support, make our customers successful, and curate A+ experiences. As the Senior Manager of Customer Experience, you will have the opportunity to lay the organizational foundation to hire, develop, and manage the team and the processes that service our body of customers. You will help define our strategy and standards for customer support, operationalize it, and ensure customers’ feedback is consistently advocated for to help drive product and service decisions internally. To be successful in this role you need to be an effective team/culture builder, strategic planner, and day-to-day operational manager.

As the Senior Manager of Customer Experience you'll...

  • Build and manage a world-class team - recruit, train and develop Customer Experience Agents who are customer-obsessed, effective, and passionate about serving customers
  • Collaborate with Product, Operations and Management to create, maintain, and execute a strategic roadmap for Customer Experience; set short-term and long-term priorities and lead project work to deliver on these priorities
  • Define the standards and key metrics so the Customer Experience team understands what success looks like; provide support and timely feedback to the Customer Experience team to continually hit and improve on those metrics
  • Define and drive growth plans for Customer Experience Agents; coach and support the team to develop their customer service skills and think in a customer-centric manner
  • Create and own programming for a Voice of the Customer program; develop a process to systematically gather, synthesize and deliver customer feedback/insights in a data-driven and compelling manner to Product and Engineering that drive meaningful improvements to Lob’s product offering and services
  • Identify and implement smart, strategic improvements to internal workflows - partner with Product and Engineering teams to leverage automation and technology to creatively solve problems and scale Customer Experience workflows
  • Collaborate with Sales/Product to own and improve our Enterprise Premium Support offering

For this role, we’re looking for...

  • Genuine care about customers’ experiences; numerous examples of times specific actions have improved customer experiences
  • 3+ years of experience managing and scaling a customer support/service team in a caring and thoughtful way; numerous examples of ways you have created an effective, customer-focused team
  • Extraordinary written and verbal communication skills - the ability to craft concise and compelling messaging to customers and internal stakeholders
  • Extensive experience implementing and utilizing a ticketing system (e.g. Zendesk)
  • Strong analytical skills and a data driven approach to problem solving
  • Positive and optimistic personality - you help others see the positive in situations
  • 5+ years of experience in customer support/service
  • A Bachelor’s degree from a four-year university or higher
  • Ability to work with us in our office in San Francisco, CA
  • Start-up experience a plus

Our team loves working at Lob because...

  • Lob was built by technical co-founders with a vision to make the world programmable. We offer two flagship APIs (print & mail and address verification)
  • Our business model is incredibly sustainable and Lob has thousands of customers ranging from startups to Fortune 100 companies. Customers use Lob’s suite of APIs to mail fully dynamic and personalized customer communications with print media
  • Venture-backed by the most reputable investors in tech, we have the funding to invest in fast growth
  • We are a small but dynamic and passionate team based in San Francisco. We give our employees a lot of responsibility and ownership of their work. You will have fun at work while engaging in challenging projects with the best and brightest
  • Our perks include:
    • Health benefits for you and your dependent(s)
    • Flexible Spending Accounts
    • Open vacation policy
    • Commuter benefits
    • Wellness program
    • Paid parental leave
    • Ground floor opportunity as an early member of the Lob team; you’ll directly shape the direction of our company
    • Free lunch, dinner, and snacks
    • 401K