Job Description

Levels, a rapidly growing company in the sports nutrition supplements space, is seeking a Head of Customer Support to join our team full-time. The Head of Customer Support will lead customer communication channels in alignment with the Levels brand voice. We are seeking a passionate, highly collaborative, expert-level communicator, and leader to help grow this critical function. The position requires a balance of analytical thinking and hands-on leadership capabilities to develop our existing customer communication workflow and to scale the customer experience team as it grows to support the needs of the business.

RESPONSIBILITIES

• Work closely with the executive team to execute the customer communication strategy
• Answer all inbound phone calls, emails, and inquiries and must be able to prioritize problems and provide responses to customers
• Responding and providing support to customers including responses to new customers, loyalty members, wholesale accounts as well as providing assistance with account set-up
• Partner with senior leadership in Marketing, Product, and Design to provide ongoing insight into customer feedback to ensure the customer journey is effectively managed and optimized to provide an industry-leading experience for our customers
• Lead the customer support team on our inbound communication channels to support existing and prospective customers pre- and post-purchase
• Hire, scale, train, and retain our support team as it grows, providing coaching, constructive feedback, and professional development
• Set-up, run, and continuously monitor all KPIs and SLAs, adhering to company communication quality standards to provide best-in-class customer service in a timely and efficient manner
• Maintain our customer data collection to aggregate, organize, and communicate customer insights effectively and measurably to the organization, ensuring that the customer experience can be appropriately considered in relation to strategic decision making across the business
• Maintain customer feedback to identify areas of improvement for customer experience as well as provide connections for the creative team to work with customers on customer testimonials

REQUIREMENTS

Were looking for candidates that are DRIVEN, HARD-WORKING, AND MOTIVATED. Were fast-moving and we pride ourselves on our team-player mentality.

• 4-6 years demonstrated success and experience working in customer support in the consumer packaged goods (CPG), supplements, food/beverage, beauty, or OTC pharmaceutical industry
• Experience with Zendesk, Freshdesk, or similar preferred
• Well versed in Google Suite and other collaboration/productivity tools
• Fluency in social media platforms (FB, IG, Twitter, etc.)
• Excellent ability to stay calm under pressure and remain focused
• Ability to produce high-quality customer solutions in a fast-paced environment
• Best-in-class communication skills with the ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels
• Proven ability to work in a team environment and in virtual teams
• Must be able to read, write and understand English

BENEFITS

Full Time

Competitive Salary + Bonus

Opportunity to earn equity

401k Matching

Company Holidays

Paid Lunch

Medical/Dental/Vision

PLEASE APPLY WITH A COVER LETTER.