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Director of Customer Experience

Overview:

We are looking for a Director of Customer Experience that can think on their feet and truly affect every aspect of our business. This person will become the critical link between the quip community and our team, and be someone that understands that this will require a prolonged period of being very hands on, directly serving customers as you learn the ins and outs of the quip team, community and the questions and support they require while you build a team around you to provide information around oral health, brand philosophy, product features, service, fulfillment, and troubleshooting. You should enjoy problem solving and spinning negative experiences into positive ones through simple, friendly communication. You must be a great writer that can maintain an upbeat tone using language that's easy to understand.

You'll be taking over the role from a senior team member to lead and grow our internal customer experience team once the understanding of our community is in place. You'll interact on a daily face to face basis with everyone from the CEO to the fulfillment manager and there will be a constant demand to deepen and broaden your skills across the company. We are looking for someone that would be excited to own our customer facing voice and experience and strategize in close step with others on ways to benefit the company by doing so. This is a full time job and we hope it will be your primary career focus with your intent to grow with us and become a key team leader that influences every aspect of quip.


Customer Experience Director Job Duties:

  • Manage the growth of our customer experience team including hiring
  • Implement new, improve existing, and manage scheduled reporting mechanisms
  • Define structures, rules and policies within CX
  • Build the voice of quip directly from the front lines communicate clearly and effectively to ensure that all customers have a unique and memorable experience at every touch point with the brand
  • Work in conjunction with Marketing, Web development, and Product development to improve the customer journey
  • Strategize and research ability to add new technologies and support channels to our customer experience mix
  • Maintain a close connection to the CEO to give a daily “temperature check” on the community 

This might describe you:

  • Previous experience dealing with customers trough online customer support.
  • Good sense of humor. We are called quip after all ;)
  • Experience building or improving reporting structures and mechanisms, insights and questions come naturally, you like having a say and offering opinion on varied subjects
  • Superior written and oral communication skills
  • Desire to leverage past experience to make a business impact
  • Strong people skills — you are friendly, empathetic, a good listener, and you’re invigorated by constant personal interaction
  • Brush teeth for two minutes, twice a day and smile often
  • Experienced manager / Self-starting motivator 

About Quip:
We built quip to make great oral care more simple, enjoyable and accessible. Our primary consumer offering is a beautifully simple electric toothbrush and toothpaste set that is refreshed automatically on a 3 monthly subscription schedule, but quip was created to go far beyond just products. Quip is slowly becoming a leading online platform for oral care support. By having an ongoing connection to our community, we are uniquely positioned within the oral care space to provide engaging, habit forming help by offering ongoing oral care support that goes beyond just product and service questions. In short, our community is the most important pillar in our platform. Energy, great branding, simple products and communication ‘quips’ are foreign to the space and we’re happy to be the trailblazers. We pride ourselves on great design and our brand values of simplicity, honesty and accessibility are applied in both physical and digital spheres and are central to how we interact with our current and future community.

Location:

We're in DUMBO, Brooklyn home of many creative companies and more importantly, lots of pizza and a shake shack. We are closest to the High Street stop on the A/C line, York Street stop on the F, and the Clark Street stop on the 2/3

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