Senior Manager of Customer Care

About Ruggable:

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary: 

Ruggable is seeking an empathetic and results-driven Senior Manager to lead our global Customer Care function. This role will be a key leader of our growing Customer Experience team, managing a team of highly engaged supervisors and representatives across several different time zones and customer bases. We are seeking someone who can effectively balance running an efficient workforce, while keeping employee and customer delight a top priority.

This role will report to the Director of Customer Experience and can be based in Los Angeles, CA or Chicago, IL.

What You’ll Do: 

• Manage and support a global workforce of supervisors, team leads, and customer care representatives to perform at their best - standardize expectations and success parameters across our various markets
• Own, monitor, and report on key customer care metrics, including ticket volume, response expectation (SLA), customer satisfaction (CSAT), and efficiency (CPT)
• Create opportunities to drive customer delight, bringing our Ruggable purpose and brand to life through every customer interaction
• Build and optimize our omnichannel strategy, deploying our team where most efficient to meet our customers where they are (including email, phone, chat, and social)
• Develop a robust staffing strategy, ensuring our ability to predict resourcing needs, ramp up and down effectively, and maintain a high bar of customer satisfaction through busy seasons
• Work collaboratively with CX Strategy, CX Operations and other cross-functional teams to continuously improve the customer experience and team efficiency
• Act as an escalation point for nuanced and high priority customer issues, where collaboration with cross-functional teams may be necessary

What You’ll Need to Have:

Required: 

• 5-7 years of experience leading customer care teams, preferably through different time zones and locations
• Ability to excel in a fast-paced environment, and a track record of effectively leading teams through change
• Empathy-first leadership mindset - quick to lean in where your team needs you, while also maintaining a long term, strategic perspective
• Passionate about the customer experience and advocating for the best result on behalf of our customers
• Proficiency with Zendesk admin, and familiarity with eCommerce platforms including Shopify

Preferred:

• Experience in consumer goods, home goods, and/or eCommerce businesses
• Experience using business intelligence software (e.g. Looker)
• Ability to leverage data to form actionable insights

Compensation:

• $100,000 - $120,000 per year base salary
• An annual bonus percentage that varies based on level of role
• Employer matching (up to 3% of base salary) for company sponsored 401K plan

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.

If you are based in California, we encourage you to read this important information for California residents linked here.

To all recruitment agencies: Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination. Ruggable is not responsible for any fees related to unsolicited resumes.