Job Description
MANAGER OF CUSTOMER SERVICE
LOCATION: Rancho Cucamonga, CA DEPARTMENT: MasonHub Customer Service
TYPE: Full-Time MIN. EXPERIENCE: Manager/Supervisor
COMPANY OVERVIEW
MasonHub, Inc. is an innovative new provider of fulfillment technology and services founded in 2018 in Los Angeles. With an experienced management and technical team that understands the unique requirements of omnichannel fulfillment, our goal is to modernize the $150 billion 3PL industry with cutting-edge technology and unmatched hands-on service. MasonHub is backed by Canvas Ventures.
We built MasonHub from the ground up to support and scale rising, omnichannel brands that prioritize the customer experience. Rather than force retailers to adapt to outmoded and inefficient software, MasonHub is uniquely engineered to optimize inventory management and shipping. We have a roster of 35 clients and growing including disruptive activewear retailer Carbon38 and luxury size-inclusive ecommerce destination 11 Honoré.
We are looking for a client-centric individual to lead and help scale our B2B Customer Service function in order to support our rapid growth.
RESPONSIBILITIES
- Create scalable customer support processes and playbooks that we will use to build a world-class customer support capability
- Address issues identified by customer feedback and triage with appropriate cross-functional teams (operations, tech, sales, etc.)
- Serve as the voice of our customers by deeply understanding their needs and challenges
- Identify, prioritize, and advocate for features that will improve our products and customer experience
- Stand up and lead our customer support team, setting strategic direction, objectives, and performance metrics for this team
- Build out and utilize tools and processes to monitor, analyze, and report on customer satisfaction and team performance
- Effectively train, onboard, and coach new customer team members to enable individual and team development and growth
- Monitor team performance and provide coaching as needed to ensure both individual and team KPI deliverables are met
ATTRIBUTES AND SKILLS
- Customer service mindset that allows you to develop and cultivate strong relationships with our customers
- Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
- Understanding of customer business processes, utilizing your expertise of MasonHub operations and product to address customer issues
- Operations & logistics expertise that allows you to understand and act on what our customers care about most
- Strong leadership, influencing and communication skills with the ability to interact, influence and align with all levels of the organization, both internal and external
- Keen sense of understanding when it is appropriate to push back on customer vs. internal team and vice versa
- Strong self-starter that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
- Ability to work in ambiguity and build and create processes without clear guidelines or playbooks
- Effective collaboration with customers and MasonHub’s Sales, Account Management, Operations, Product, and Engineering teams
- Experience using database tools and dashboarding tools; basic coding knowledge
QUALIFICATIONS
- 5+ years of experience in customer success function with experience in B2B customer service
- Experience with ticket management tool like Zendesk
- Knowledge and experience in operations, supply chain and/or logistics
- Experience building a customer support team preferred
- Experience in ecommerce beauty/fashion/retail verticals preferred
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