Job Description

Perch is a clear leader disrupting the $300B Amazon 3rd party seller marketplace by becoming the best global operator of top microbrands. We acquire successful, profitable businesses that sell top-ranked products and have differentiated customer feedback. The Perch platform integrates those businesses into a scale operating company and accelerates the products to the next level of sales and profitability. We are a key resource for entrepreneurs who want liquidity and a key partner for Amazon (and other retail channels) who offers exceptional products, great customer service, and a great value. Central to our success is delivering a great experience for our customers. We are looking for a leader to help build out our customer service capabilities, from establishing scalable processes, effectively managing outsourced partners, and creating a best-in-class customer experience.

Responsibilities This manager will be part of the Customer Operations team, helping to define our customer experience and build out our CS vendor management capabilities. Core responsibilities will include:

• Strategic partner selection & management: Assess vendor landscape and select the right strategic partners to work with as Perch grows; develop and implement standard processes for engaging with vendors including setting the appropriate metrics to hold partners accountable, partnering with vendor leadership to drive continuous improvement, and evaluating value of new work to the business
• Optimization of key customer service processes: Develop and implement standardization for key processes related to Customer Service in order to improve customer experiences, drive positive ratings and reviews, reduce costs and enable growth across the portfolio
• Escalated customer support: Work directly with customers to resolve escalated issues that our frontline customer service team is unable to address; problem solving may require working cross functionally at Perch and directly with Amazon or other channels to get issues resolved
• Implementation of scalable CS technology: Select appropriate technology solutions to enable our rapid growth and onboard vendors (e.g., helpdesk solution, metric tracking and reporting)
• Ad hoc strategic projects to support customer service operations
• Be additive to our culture of challenging the status quo and having a low ego

About You

We are looking for someone who is detail oriented, hardworking, and has a bias to action to join our team. The ideal candidate will have prior experience working with offshore vendors and/or working with frontline customer service operations, although not required. Additional job requirements include:

• Minimum 3-5 years of work experience
• Engaged by a highly productive and cross-functional environment in which you can influence and produce tangible results
• Self-motivated, detail oriented and highly organized
• Excellent relationship building skills and a strong sense of curiosity
• Excited about driving value to the business through process improvement
• Bring a lot of enthusiasm to the job each day!

About Us

Perch is one of the fastest growing eCommerce companies in Boston. Perch acquires and develops great ecommerce brands. We are backed by amazing investors (Spark Capital, Tectonic Ventures, and Boston Seed). Our team has deep expertise in ecommerce, technology, and M&A. We are disrupting one of the largest and most exciting spaces of ecommerce and are building an industry-shaping platform. Perch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

www.perchhq.com

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