Customer Happiness Manager

| Boston
Lovepop is the world's leading designer of 3D cards. Our mission is to help people do something awesome for someone they care about. Our vision is to create one billion magical moments around the world, each moment bringing people closer together through an experience that is meaningful and unexpected. Making our customers happy in unexpected ways is the goal of our Happiness team. We serve as the internal voice of the customer and are owners of critical customer knowledge that we quantify and share across the entire company. We are looking to hire a Customer Happiness Manager to lead and inspire a team, improve processes and create brand advocates by making customers excited to be part of the Lovepop family.

What you'll do here:

  • Manage and grow a team of Customer Happiness Associates in our Boston office
  • Coach and develop Happiness Team members to help them achieve professional goals
  • Envision, plan and implement processes that improve customer retention and happiness
  • Analyze Customer Happiness data to make informed decisions about team structure and workflows
  • Development and continuous refinement of our Customer Happiness Associate recruiting, training, onboarding, and development programs
  • Create and maintain a Customer Happiness Handbook and Support documentation
  • Assist in product improvement and development recommendations, and provide insights that drive customer acquisition and retention rates
  • Play an integral role engaging across all social media channels to create brand building and happy communities
  • Work closely with teams across the company to manage inventory levels, design ideas and many other aspects of the business

What you'll bring to the table:

  • Minimum of 3 years experience directly managing a Customer Support team
  • Experience recruiting, coaching, and developing support team members
  • A track record of self-starting, setting meaningful goals, and crushing them
  • A solid understanding of how to set, measure, monitor, and improve Customer Happiness related KPIs

You'll be great if you:

  • Passion for delivering exceptional customer experiences over a variety of channels
  • A natural ability to build relationships and a commitment to internal customer advocacy
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