Customer Experience Team Lead

Bespoke Post is an e-commerce retailer and membership service that helps people discover high-quality gear from the best small brands in the world. From clothing to camping gear, boots to barware– our mission is to help customers cut through the clutter, and find goods and guidance that spark their curiosity and fuel a fun, interesting, adventurous lifestyle. Since we opened shop back in 2011, we’ve proudly spent more than $150 million with small brands and welcomed over 1.5 million Members. Our team is based in New York City, and we’re always looking for great new people to join our crew. So don’t be shy about reaching out.
We’re looking for an energetic, detail-oriented person who cares deeply about creating an excellent customer experience. Your primary responsibility is to manage Bespoke Post’s public-facing reputation. When a prospective customer sees an Instagram ad or a recent Google review, you’ve made sure Bespoke Post has responded. You’ll wear multiple hats and we’ll expect you to quickly take on increasing responsibility.
This is a full-time role that will work five days a week and may require weekend availability.

You will:

• Monitor ad comments on Facebook, Instagram, and TikTok, as well as organic customer tweets, ensuring Bespoke Post is responding in a timely manner and in an on-brand fashion.
• Establish a brand voice across social that better fits the conversational nature of the platforms.
• Solicit and respond to site reviews on pages like Google, Better Business Bureau, TrustPilot and more.
• Own the process for responding to on-site product reviews, including contacting customers directly and posting public responses.
• Lead reporting on product reviews that will help inform future buying decisions.
• Ensure the quality of responses to direct messages that are handled by outsourced CX agents and give appropriate coaching where necessary.
• Spend your first quarter primarily handling customer experience tickets directly and familiarizing yourself with the business and the team’s challenges. 
• Contribute to the overall success of the CX team, including assisting with miscellaneous tasks assigned to the team.
• Help create and distribute social media content for in-house brand Halfday Travel. 
• Work out of our New York City office 3 days per week

The ideal candidate:

• Has 2+ years experience in a customer service role with demonstrated experience providing outstanding customer support in a high-volume environment, with phone and email support experience.
• Has a four-year degree or equivalent work experience.
• Genuinely enjoys helping other people.
• Has excellent written and verbal communication skills.
• Is analytically-minded and metrics-driven with a proven ability to think critically on their feet and solve problems.
• Approaches work with a collaborative mindset and possesses great interpersonal skills.
• Is resourceful, dependable, and well-organized.
• Enjoys implementing new processes that make other people’s lives easier.
• Wants to grow their career in a Customer Experience role and is excited about taking on new responsibilities.
• Works with a sense of urgency - we want to make sure our customers’ needs are met as soon as possible.

Bonus points for:

• Experience managing a team
• Experience providing customer support through text/SMS.
• Experience handling site QA or working with digital product teams.

Compensation, Benefits, and Perks:

• Starting base salary range of $60,000 to $65,000 per year
• Company equity
• Annual bonus
• Unlimited vacation time
• Health, dental, vision, disability, and life insurance with FSA options and access to One Medical, Health Advocate, Teladoc, and Talkspace
• 401k with nonelective company contribution of 3%
• $250 per month home office allowance
• Up to $500 per year learning allowance
• Paid parental leave
• Flexible schedule
• Up to $500 annual 1:1 donation match
• A free Bespoke Post box each month, plus additional discounts
• Regular team learning, social, and wellness events 

We are proud to uphold an environment free of discrimination. Bespoke Post is an equal opportunity workplace and we recognize that our success is dependent on having an inclusive, collaborative team that is as diverse as, if not more than, the products we ship.