Customer Experience & Engagement Manager

Are you interested in playing an essential role in a fast-growing ecommerce startup by creating and maintaining an awesome experience for customers? Do you want to learn on-the-ground, work closely with the founder and truly be part of building something great? Then please, read on. 

We believe that an amazing customer experience is driven by a personal, genuine relationships and engagement with our customers. We never want a customer interaction to feel like an transaction, rather we act as trusted advisors to our customers. Interacting with us should feel like talking to an expert friend that is in-the-know on gift-giving and lingerie.

The role will own and have responsibility for:

  • Create the best customer experience possible while constantly improving processes, gathering data and analyzing feedback.
  • Identify common customer challenges and implement solutions
  • Review customer interactions for quality assurance
  • As¬†the first point of contact for customer inquiries, provide an amazing online experience (primarily via email) for customers while¬†maintaining the Enclosed¬†voice, acting as¬†brand ambassador and building¬†knowledge base¬†of¬†lingerie brands, sizing¬†and styling.
  • The Customer Experience & Engagement¬†Manager owns all customer accounts, ensuring timely¬†processing of updates¬†to¬†subscriptions¬†and¬†size/style¬†exchanges, while seeking to minimize returns/cancellations and provide feedback to lingerie buyers.
  • This role will¬†also be responsible for measuring and reporting on¬†all key customer metrics including satisfaction levels, returns, renewals, and more.¬†
  • Contribute¬†daily¬†to¬†the¬†fulfillment of orders via Fedex and USPS, supervise associates and interns and provide feedback to minimize errors.
  • Be a core member of a rapidly growing start-up, therefore eager to truly own a department and improve, streamline and scale processes.

Requirements

  • Problem Solving: Confident in, and known for, your ability to make things work out
  • Microsoft Office (Excel & Word primarily); Gmail & Google Calendar
  • Technologically Adept: Comfortable learning new interfaces, using the internet to answer your questions, etc
  • Resourcefulness: Finding solutions, asking questions and generally being a person who can get things done
  • Organized to the nth degree
  • Good, clean writing skills
  • Comfortable answering calls and helping customers with the gifts they are buying for their wife/girlfriend
  • Great attention to detail and well organized
  • Ability to manage budgets and work within a start-up budget
  • Candor and honesty in all interactions
  • Ability to lift up to 50 lbs

Bonus Skills (Not required, but would be a huge plus)

  • WordPress
  • Quickbooks
  • Experience doing social media for a business
  • Adobe Creative Suite (Photoshop mostly but also other programs)

What is a requirement is genuine enthusiasm (dare we say passion?) for working at a start-up. Minority/ diverse candidates please apply.

Experience in one or more of the following areas would be ideal:

  • Ecommerce: Fulfillment, customer experience or admin
  • Start-up: The role may have been hard to define, but you helped grow a business from the ground-up and demonstrated flexibility and intelligence in a number of areas.¬†Start-up experience valued over big-company experience.
  • Office: Administrative assistant, ¬†office manager or similar role
  • Retail: Customer service and/or managerial experience

Hours, Rate & Location

  • Hours: Mon-Fri 8:30 to 5pm (but there is some flexibility here.)
  • Rate: Starts at $17/hr. Also, at least 2 weeks paid vacation, sick leave etc.
  • Equity is also available to the right candidate.
  • Location: Dogpatch neighborhood, one block from 23rd & 3rd St T-line Muni Stop

Applications

To be considered for the position please submit your resume as well as a cover letter stating why you think you would be a good fit for this role and what you like about Enclosed to: info@theenclosed.com. 

NOTE: Resumes without a cover letter will not be considered. Please review the website at http://TheEnclosed.com.

Enclosed, Luxe Knickers Delivered Monthly

Enclosed is a fast-growing start up based in San Francisco’s Dogpatch. We need team players who can check their egos at the door. In exchange they will get a massively fun, informative and career-defining experience.

Enclosed is a platform for luxury gift-giving, specifically a high-end panty delivery¬†catering to men who want to give their wives and girlfriends something decidedly different‚ÄĒbeautiful panties.¬†We are a hybrid subscription-ecommerce platform that has solid traction and even greater potential. Learn more at www.TheEnclosed.com.