Customer Service Manager

Company: Live Bearded, LLC
Location: Tempe
Posted on: May 13, 2022

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