Job Description

ARE YOU A CREATOR? DO YOU WANT TO SUPPORT FELLOW CREATORS?

Creating is different for each of us. Creating something could mean starting a business, inventing a product, painting a picture, or cooking a meal. At Lulu, we believe in creating something that inspires you. In 2002 Red Hat co-founder, Bob Young, had a book he wanted to publish. After a less than stellar experience with both traditional publishing and vanity presses, Bob was inspired to create something new. Something unique. Something that would offer easier and more affordable, creator-controlled publishing. Something we like to call Lulu.com.

Since then, our mission hasn’t changed. Lulu continues to evolve into the premier free-to-use online self-publishing and print-on-demand company. Anyone with a book to print can create on Lulu without paying a penny upfront. That’s it. Simple and affordable, we help everyone create what is important to them. In a time when all voices need to be heard, we are ensuring there are no barriers. Our employees are committed to making our communities and the world better, one book at a time! Does this inspire you? If so, please consider joining our team.

Lulu is seeking a Customer Experience Team Lead to steer our passionate group of client experience representatives! In this role, you will be responsible for building and maintaining a strong workforce, ensuring your team is working to solve client inquiries in a timely and effective manner. As Team lead, you will assume all escalation issues that arise and work with key stakeholders and clients directly to solve their problems.

ARE YOU?

● A Positive Leader: You lead with a growth mindset and focus on supporting your team to set them up for success

● Adaptable: You are comfortable in a fast-paced and often changing environment

● Good at balancing: This is a highly visible, high-touch role that comes with a lot of responsibilities

● An empathetic communicator: You are comfortable and excel at communicating in a thoughtful, direct and empathetic way

● A Collaborator: You are gifted at bringing everyone together to achieve a common goal

THE CUSTOMER EXPERIENCE TEAM LEAD WILL BE RESPONSIBLE FOR:

● Coordinate a team of Customer Experience Advocates and help them effectively build client relationships and strengthen retention

● Ensure all team members are maintaining, if not exceeding, all set metrics on a regular basis

● Understand client needs, objectives, and processes

● Help identify and mitigate risks for our client facing business

● Manage and mitigate team member engagement and turnover

● Serve as an escalation point for customer inquiries via phone, chat and email

● Assume the voice of our clients to communicate goals and issues with senior leadership within the company

● Works alongside the CSRs in case management and resolution

THE SUCCESSFUL CANDIDATE WILL POSSESS:

● 4+ years proven success in Customer Success or Account Management role for a technology delivery company

● 2+ years proven team leadership or management experience for a customer success for a technology delivery company

● High attention to detail and willingness to get in the weeds to fix a problem

● Knowledge of customer success and client experience best practices

● Experience driving client adoption of technology and software

● Exceptional communication and relationship management skills

● Experience with at least one, modern CRM

● An ability to quickly learn new things

● Familiarity with: MS Office Suite including Excel and MS Word, Google Suite, Adobe

● Advanced computer skills; Windows or Mac