Senior Manager, Customer Support

Who we are

Join Embark on our mission to bring joy to dog lovers by offering the world’s best products and services to strengthen their bonds with the dogs in their lives. Our canine DNA test — named the best by The New York Times — enables us to make scientific advances in personalized pet care. 

Designed by world leaders in dog genetics (in partnership with Cornell University), the Embark Dog DNA Test provides information on genetic health risks and breed make-up, allowing dog owners, breeders, and veterinarians to drive personalized care plans based on a dog's unique genetic profile. 

Join our pack! At Embark, our People First culture is centered around building an amazing team and giving everyone an opportunity to have a voice and make an impact.  We are looking for highly motivated and mission-driven employees who will join us as Embark leads the cutting edge of creativity and innovation in the fast-growing consumer genetics space.

About the role:

Lead and manage the E2E support operations

• Own all daily in house CX operations/team and management of our outsourced (BPO) Support Teams
• Internal team management (setting goals, metrics, giving feedback and coaching, etc.)
• Oversee CX knowledge management and tools and reporting (help center & knowledge base content, self-service, tools & software)
• Own data analysis and reporting for CX and operations SLAs and KPIs
• Deliver the data/ insights and feedback from customers to cross functional partners

Improve and scale the process, team and  tech to support the evolving product experience:  

• Build, own and improve the systems of the operational side of the customer support model from pre purchase to results delivery and enhancing our ongoing LTV experience
• Scale and evolve the team’s processes/SOPs internally and through tech enhancements to deliver best in class service improving our operational efficiencies and delivering quality and improved service to our customers

Experience we’re looking for:

• You have a bias for action and care about delivering results and improving ways of working
• You presided over a complex, modern customer experience stack, with best-in-class software and numerous contact channels (email, chat, chatbots, SMS, social), workflows, and support tiers. Specifically, using Slack, Notion, and Shopify on a daily basis is a walk in the park for you
• You consider yourself a pro with setting up, optimizing and administering CRM platforms and evolving the tech stack
• You listen well and understand stakeholders’ needs, and in both written and verbal communication you are excellent at being concise, getting to first principles, using data to support your story, and explaining even the most arcane CX topics in easily accessible, layperson-friendly terms
• You’re highly data-literate, proactively inquisitive, and skilled in your own right in analysis and the use of related tools (spreadsheets and BI reporting tools)
• You ideally managed and scaled a diverse and distributed CX team 
• You’re a strong mentor who feels comfortable coaching direct reports and seeing them grow in their role
• You have experience setting and exceeding goals and scoring high on key CX and operations metrics covering customer satisfaction (CSAT, NPS), service level (response times, etc), and agent productivity
• You’ve got a willingness to proactively and thoughtfully challenge the norm, question assumptions, and find creative solutions so we can continually deliver better customer support
• You’re enthusiastic about leveraging technology and AI for its potential to optimize and streamline customer support operations

Why join the pack!

At Embark, we might be dog lovers, but we’re passionate about people too. We’re committed to building an inclusive culture where all employees can thrive. Here are some of our benefits and perks:

• Flexible vacation policy – take the time you need, when you need it.
• Paid parental leave – plus paw-ternity leave for new pet parents!
• Every other Friday off in the summer – enjoy those long weekends.
• Subsidized pet insurance – because our pets are family.
• Big-company benefits with a startup feel – including a 401k match, generous bonus structure, commuter benefits, and premium healthcare.
• Competitive salaries and stock options – be an owner in what we’re building.
• New MacBook Pros or Windows devices – the tools you need to succeed.
• Continuing education support – conferences, learning resources, and career growth opportunities.

Salary: $100 - $113,000

Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law.