VP of Customer Experience

Title: VP of Customer Experience

Location: Remote in USA

Position: Permanent

Join us at PetLab Co. for an exciting career as the VP of Customer Experience. Founded in November 2018, PetLab Co. offers science-backed supplements for dogs with the mission of delivering only the best for your best friend. We are on a mission to enable longer, deeper, and more meaningful relationships between people and their dogs by focusing on pet health and offering quality supplements and treats to deliver essential nutritional solutions with unmatched convenience. To date, we have helped over 1 million dogs, and we’re just getting started.

An essential driver of our success is our Customer Experience team. Currently, we engage with our customers through online channels, and we are exploring physical retail. A crucial element of our ability to scale lies in creating the ultimate customer experience, and we are looking for an experienced and performance- and data-driven VP of Customer Experience to join our team.

In this role, you will lead strategy and be responsible for consistent execution of the optimal customer experience across all the channels and geographic markets in which PetLab Co. operates. This position will ensure the entire customer care operation delivers superior customer service while aligning to the values, mission and growth targets of PetLab Co. We are looking for an individual who will be a hands-on leader who is happy to roll his/her sleeves up and be the driving force behind creating the best customer service team while also having a sharp awareness for the commercial needs and goals of PetLab Co. This will involve effectively training our Customer Care team so they can effectively help execute exceptional customer service, creating community and loyalty among our consumer base, and focusing on retention and growth.

If you share a passion for building and creating exceptional customer service in a fast-paced environment, we invite you to join us and make an impact at a hyper-scaling company!

A Day In The Life…

• Communicate directly with Leadership to build and execute a roadmap to achieving exceptional customer experience in all geographies in which PetLab Co. operates
• Identify the biggest customer experience pain points and working with internal teams to implement potential solutions (including, but not limited to, first-time customer experiences, retention, constant collection of customer feedback)
• Develop protocol for training Customer Care agents to ensure consistent, exceptional service for all our customers from all channels and to handle non-routine issues and escalations independently across all geographies (US, Europe, etc.)
• Evaluate progress against quantitative and qualitative targets
• Identify and solve recurring consumer issues with scalable solutions globally
• Act as the ultimate brand ambassador for PetLab Co. on the front lines of communication
• Represent the voice of the customer in internal meetings
• Be PetLab Co.’s NPS champion, ensuring that there is a closed customer feedback loop, while conscious of company revenue and retention targets
• Stay up-to-date with the latest customer experience trends, including AI and other Customer Experience-targeted technology
• Lead PetLab Co.’s strategy for AI, NLP, and self-service.
• Prioritize delivering ultimate customer service experience, without compromising PetLab Co.’s growth and commercial goals
• Devise a customer-centric strategy, aligned with PetLab Co.’s goals for developing long-term relationships with customers
• Stay hands on by regularly communicating with customers across all channels.

Requirements

What you need:

• Extensive experience in Customer Service in a fast-moving e-commerce company.
• Experience in the subscription CPG/FMCG space is preferable.
• Experience working at a Start-up or SME is essential (Our current Customer Service team is sub 70 people).
• Familiarity within the subscription space.
• Strong understanding of direct-to-customer experience operations.
• Strong knowledge of and/or familiarity with Customer Service platforms like Zendesk, Salesforce Cloud, Richpanel, Gorgias, etc.
• High comfort with data and obsession with analyzing quantifiable and qualitative metrics measuring customer service agents and customer satisfaction and happiness.
• Strong organization and communication skills for transitioning platforms, quickly training a large international team for new approaches/product launches/tests, and developing rigorous QA systems.
• Curiosity to challenge the status quo and appetite for constantly testing and improving – whether