About UBlockout

UBlockout is an Australian-based company ready to scale quickly worldwide. Our mission is to provide the ultimate blackout shade solution for people who need better sleep. After achieving enormous success in Australia under the brand name ScreenAway, an improved second generation product called UBlockout has been designed and developed for purchase in the USA and other global markets via www.ublockout.com and DIY installation. With the USA assembly supply chain for UBlockout now established and e-commerce website complete, we are seeking to recruit experienced and motivated lead team members to support the establishment of operations in the USA.

Overview

As Customer Success Manager, you will recruit and lead a small starting team of 2-5 people for our US-based customer support. (The customer support team will engage in video calls with customers to provide ongoing support throughout the customer journey.) You will work closely with the AU-based management team to build and develop the customer service team and standards. You will ensure customer loyalty by training individuals on the team to foster long-term customer relationships, and ensuring that customers have best-in-class experiences. The role suits an experienced customer support professional with experience establishing and leading a customer support team. Experience working in the window blind industry or similar DIY product will be advantageous. We are looking to have the team built out, trained and ready to begin work by January 1st, 2023. Full product and assembly training will be provided.

Responsibilities

• Create new customer support system, giving input on software, processes and all touch points of the customer service journey
• Build and maintain strong relationships with our client base, supporting them through all parts of the customer journey (pre-purchase, purchase, post-purchase, problem resolution, etc)
• Work cross-functionally on a daily basis with product management, engineering, sales, technical support, implementation and marketing
• Immerse yourself in the product to understand common best practices and solutions for customers
• Produce consistent client outreach workflows and follow ups to drive customer engagement and satisfaction
• Use all the tools at your disposal to mitigate customer issues and dissatisfaction
• Document and improve existing processes, with the ability to replicate the customer service department if/when expanding to additional markets
• Work closely with Engineering and Development teams to report and resolve product issues.
• Gather, analyze and report on customer feedback that leads to implementing positive change
• Be the primary contact and point of escalation for your customer service team
• Recruit, manage and lead a small team of customer service representatives
• Keep clients happy and engaged
• Build customer loyalty
• Maintain a “high-level view” of the entire support process
• Advocate for customers
• Foster a customer-centric team environment
• Resolve customer issues
• Social Media management as it relates to customer service issues, inquiries and messages

Required Skills

• Passionate about the customer experience and understands how to amplify its ability to drive revenue
• Excellent phone and video presence, with great interpersonal soft skills
• Patient and a friendly demeanor, even in high stress and tense situations
• Ability to convey complex concepts to people with varying levels of comfort and experience with technology and DIY installation
• A knack for working well with a wide range of people, both internally and externally
• Ability to thrive in a fast-paced environment, work with minimal supervision, multi-task and work under pressure
• A propensity for relationship building
• Excellent customer relationship management skills
• Experience in customer-facing roles
• Excellent written and verbal communication skills
• Proactive problem resolution
• Strong organization and presentation skills
• Leadership skills
• Propensity for quickly learning and understanding product knowledge
• Excellent time management
• Customer intelligence
• Excellent communication and interpersonal skills
• Good judge of character
• Experience in customer-facing roles

Qualifications

• Bachelor's degree or 5+ years in a related field
• Past sales and customer support experience, especially with establishing and leading a customer support center
  

Additional Information:

• Full time, Remote
• Must be located in or near Dallas/Fort Worth, TX for occasional training
• 70,000 - 90,000 DOE
• All benefits are negotiable for the right candidate, including: medical, dental and vision insurance, 401k, PTO, etc.
  

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or disability.