Customer Experience Manager

about 3 years ago
Full time role
Phoenix, AZ, US... more
Phoenix, AZ, US... more

Company

Rad Power Bikes is an electric bike manufacturer that offers direct to consumer pricing on e-bikes and accessories and they ...

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Job Description

Rad Power Bikes is on a mission to get people onto bikes, electric bikes that are built for everything and priced for everyone.
Madly growing and headquartered in Seattle, WA, we are seeking a full-time Customer Experience Manager to join our team. If you enjoy working in a collaborative environment and are looking to support a dynamic team, read on.
Our Customer Experience Manager will partner with the Senior Customer Experience Manager to oversee and support the Customer Experience team in providing unrivaled customer experience. 

We are looking for:

  • 3-5 years of experience managing teams of supervisors who are focused on customer service and pre-sales support 
  • Proven experience working in customer service or sales via phone, email, and/or social media and developing relationships with customers 
  • Prior experience leading multiple supervisors with subsequent 25+ person teams & experience with scaling staffing needs
  • Proven experience setting goals, managing schedules, and delegating tasks & comfortable providing feedback and coaching to employees
  • Proficiency with Microsoft Office Suite, Dropbox, and Google applications
  • Comfort in providing development, feedback, and coaching to employees 
  • Impeccable verbal & written communication skills, especially under pressure

Bonus points for experience with Zendesk, DialPad, Netsuite & Shopify and of course electric bikes or vehicles. Proficiency in French is strongly desired. Our Customer Experience team is available to help our riders 7 days a week - either Sunday or Saturday is a requirement as well as ability to work flexible shifts.  Role is remote, work from home and supports teams in Phoenix, Salt Lake City and Seattle. Training will be at our local hub, so candidates should live within a daily drivable commute to Phoenix, Salt Lake City or Seattle.

Had you been with us last month, the top 5 things you would have impacted are:

  • Tracked team KPIs and metrics, created reports to present to leadership and key stakeholders 
  • Created and prioritized initiatives to improve the customer experience process, established a budget to present to stakeholders, & provided insight and made suggestions for the hiring plan for the next year 
  • Identified senior specialists / supervisors and provided mentorship & supported the Customer Experience senior staff in their day-to-day questions and career growth
  • Identified pain points for the team and suggested improvements to key stakeholders 
  • Monitored & updated online inventory, product descriptions/photos, and basic website information & helped achieve targeted customer service standards
Working at Rad is built around our RADICAL values - we are:Responsible to our environment, community and teamAccountable, we take ownership, bias to action, seek and provide feedbackDiverse, inclusive of experiences, backgrounds and skills, we value every voiceInnovators, we challenge ourselves and the status quo, we are originalCustomer driven, completely, we do the right thing for our ridersApproachable, kind, we collaborate and are always willing to helpLearners, we grow our skills, we are humble and seek to improve
Does this sound like you? Please apply and join us!
Rad Power Bikes is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
If you need assistance or an accommodation due to a disability, you may contact us at 800-939-0310 or jobs@radpowerbikes.com.
Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external 3rd party recruitment resources for this search.  Should those needs change, we will seek your assistance directly.

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