Job Description
POSITION SUMMARY
The MEMBER SUPPORT MANAGER will play an important role in creating an exceptional experience for our customers and strong team culture reflecting HUM Nutrition’s values. The right person for this role is enthusiastic in addressing our customers’ needs, ready to take on new challenges and enjoys developing team members. The Member Support Manager is responsible for ensuring team members know how to respond to inquiries in accordance with HUM Nutrition policies and procedures and are able to provide world class support.
ESSENTIAL FUNCTIONS
● Lead the hiring, coaching, training and development of the team and drive accountability.
● Maintain a positive, respectful work environment
● Conduct quarterly and annual performance reviews
● Conduct Bi Monthly 1:1 check-ins with team members
● Lead weekly team meetings to share company updates, new objectives and trending issues facing customers
● Asses quality of contacts by listening and grading calls, emails and live chats
● Identifying and resolving workplace problems, including tardiness or absenteeism
● Own team KPI’s (CSAT, Efficiency and SLA) and ensure each individual is meeting their goals
● Monitor daily activities of customer service operation
● Identify system and workflow improvements to enhance overall team efficiencies and escalate to leadership.
● Assist escalated customers through phone, email, or chat, offering high quality solutions
● Works with team and customers to de-escalate situations and make the customer satisfied
● Resolve any team conflicts or concerns, escalate to leadership when necessary
● Maintain documentation, macros and articles to ensure accurate information
● Handle additional tasks assigned to you via leadership
● Any other duties assigned by management
EDUCATION & EXPERIENCE REQUIREMENTS
● 5 years customer service experience
● At least 2-3 years proven leadership and coaching experience leading a team of customer service agents.
● High school diploma required, Bachelor’s degree preferred
KNOWLEDGE & SKILL REQUIREMENTS
● Must be able to work weekends, overtime and holidays
● Have a positive, can-do attitude
● An interest and passion for beauty, health and nutrition
● Ability to build connections and rapport with customers and team members over multiple communication channels
● Ability to multitask and meet deadlines
● Excellent communication and leadership skills
● Organizational and time-management skills
● Strong decision-making skills.
Company Description
At HUM, our mission is to help people look great and feel their absolute best. Our vision is to be the starting point of every beauty routine. As much as we believe that beauty starts from within, we believe success does too. Our mantra applies inside and outside the organization, with a culture that fosters the realization of one's best self. We have become the leader of the inner beauty category not only by providing our customers with an outstanding experience and clinically researched products, but also by providing all of our team members with the tools and support they need to succeed. HUM lives by the mantra that Beauty Starts from Within. Our line of award-winning nutritional supplements makes it simple and easy to become the best version of yourself. Become a key team member at an exciting and fast-growing company in Los Angeles that just has been nominated by Forbes Magazine as one of the most innovative Consumer Brands in 2017. Our dual route to market encompasses world renowned prestige beauty retailers including Sephora and our fast-growing Direct to Consumer Subscription Service that you can join via HumNutrition.com. OUR VALUES Diversity Respect Collaboration Curiosity Positivity Impact IMPORTANT Please read the job description carefully and apply only to openings that match your skill set. Cover letters go a long way and please make sure you have researched our company, products, website and taken the HUM quiz that you can access on our homepage.