Customer Service Manager
Company: Live Bearded, LLC
Location: Tempe
Posted on: May 13, 2022
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Job Description:
Job Description We are seeking an outstanding customer service
manager who absolutely loves connecting and taking care of people,
and has the skills necessary to manage and grow a world-class
customer service team. Live Bearded is a fast-paced, dynamic
e-commerce company based in Tempe, AZ. Founded in 2016 by two best
friends, Spencer and Anthony started live bearded to help Beardsmen
look, feel, and be their best. As a company, we love to have fun,
support each other and most importantly, support our customers.
Over the last 6 years, we've had the privilege of serving hundreds
of thousands of Beardsman from all over the world and have quickly
grown into a household name in the beard community. Our goal with
our customer service is to absolutely blow our customers away with
the level of service and support we provide them by creating a
---wow--- experience. We often hear, "I'm a customer for life"
because of the level of support and service we provide and we are
looking for someone who truly loves connecting with customers and
providing this level of "unreal" experience. As a company, we have
a 365-day money-back guarantee and offer a Lifetime Warranty on
every product we sell so we can always provide the highest level of
service possible. We view customer service as one of the most
influential roles of the company as you are on the front lines,
connecting and communicating with our customers on a daily basis.
As a Customer Service Manager, you will be responsible to manage
and scale customer service representatives (with a current team of
1), build out SOPs for the customer service department, and
document these processes within our organizational structure. We
use Gorgias as a customer service platform, so knowledge of this
platform is a plus. You will be working directly with the owners to
bring your knowledge of customer service to report on trends and
improve how we run our customer service department. The day-to-day
responsibilities of customer service include customer communication
via email, phone, and chat/private group. CS is responsible for
following up with customer service tickets that come in, answering
questions, problem-solving order issues, processing returns,
refunds, and replacements for lost/damaged orders. CS is also
required to answer questions and comments on social media. This is
a very dynamic and fast-paced position with timelines that need to
be met. You must have the ability to delegate these tasks to the CS
support team members to ensure nothing slips through the cracks and
customers are always responded to quickly. We want to ensure our
customers always know we have their back no matter what and are
there to support them however we can. This is a vital part of the
success of Live Bearded and the backbone upon which our culture is
built upon. We believe you create this "wow" experience by doing
the following: Respond to customer requests as quickly as possible
to really blow them away. Our goal is to have a first response time
average of 2 hours. This does not mean during the workday you
respond within 2 hours, but rather an average for a 24-hour period.
Tickets should never go more than one hour without responses during
business hours. Respond and engage in all reviews, comments, or
posts left by customers on social media to let them know they---ve
been heard, and we appreciate their feedback. We make a point to
engage with everyone who reaches out to the brand. This means
answering customer service tickets as well as responding to
comments on ads we run on Facebook, Youtube, Instagram, Reviews,
etc. Display our company culture through all communication. As a
member of Live Bearded, you represent the brand with every stroke
of the keyboard. Responding in a way that is aligned with our
values is a MUST, even when responding to negative messages. You
must have excellent written communication skills and be able to
give our customers the attention and understanding they deserve. Be
personable, compassionate, respectable, and YOU We want you to have
fun in this role and bring your personal voice to the team here at
Live Bearded. Live Bearded is created by Beardsmen, for Beardsmen
and we want you and your personality to really amplify our
brotherhood culture. Job Requirements: You must have leadership and
management skills to manage a team and delegate tasks efficiently.
You must be highly organized to be able to build out operational
systems. Our customer service requests come digitally through
Facebook, email, and text message so this role will require
efficient typing, as well as proper grammar and punctuation. This
role will require the use of multiple software dashboards and apps
on a daily basis, so general computer knowledge is a must. You will
need to be extremely consistent in your actions to ensure all
requirements are performed daily or weekly, depending on the task.
You must have excellent communication skills via phone, email,
text, and messenger. You must have high attention to detail and an
ability to problem solve and support customers. You must love
working with customers to help them solve any concerns or
challenges that may come up. You must live in Arizona and work
Monday - Friday from our office located in Tempe. We don't have
strict start times, but you should begin your day between 8-9 am
every day. How To Apply 1. Record an application video and answer
the following questions: How will you help us improve our customer
service? What is your customer service experience? Why do you want
to work for Live Bearded? How did you hear about this position? Why
should we hire you? 2. Upload your video to a video-sharing
platform. 3. Email your application video and resume to
spencerlivebearded.com with the subject "CS Manager Application"
Disclaimer: You must have high attention to detail to be considered
for this role. To be considered, you must follow the application
directions exactly. Company Description From the Team: "Working at
Live Bearded: --- I absolutely LOVE working at Live Bearded. I have
never worked at a company that has been so invested in my growth.
Any time I see an opportunity to check out a class or conference to
gain a new skill they support it immediately. Work here is always
so dynamic, and it really keeps things interesting. I have had so
many jobs where it just feels like you are doing the same thing
every day, but not here, and it keeps it interesting. I can
honestly say this is the only time in my professional life when I
have not felt like I was working FOR someone, but rather working
WITH my best friends towards a common goal, and that is a rare and
beautiful thing--- - Nathan Daggett, Live Bearded Director Of
Advertising About Us: Live Bearded is a fast-paced, dynamic
e-commerce company based in Scottsdale, AZ. Founded in 2016 by two
best friends, Spencer and Anthony started LB to help beardsmen
look, feel, and be their best. As a company, we love to have fun,
support each other and most importantly, support our customers.
Over the last 5 years, we've had the privilege of serving hundreds
of thousands of beardsman from all over the world and have quickly
grown into a household name in the men's grooming industry. Learn
more about us here: www.livebearded.com/about
Keywords: Live Bearded, LLC, Tempe , Customer Service Manager, Hospitality & Tourism , Tempe, Arizona
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