Head of Customer Experience (E-Commerce)Location : REMOTEAbout MiraMira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America's fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.Mira's most important breakthrough was inventing the market's only FDA-compliant at-home fertility monitor with quantitative technology. Since the beginning, they have been on a mission to develop data-driven hormonal health solutions to help women make confident health decisions during every stage of their lives. Mira offers solutions to test, boost, and navigate fertility—starting from comprehensive hormone testing and supplements to fertility coaching and online courses.We are committed to helping our customers achieve the highest possible success rates and outcomes; that is why our focus is on personalized care, the use of the most cutting-edge technology, and science-backed data.About the positionWe are looking for Head of Customer Experience to oversee and enhance the overall experience for customers interacting with the company. The ideal candidate is experienced in building and managing customer support teams, developing and implementing customer experience strategies. If you want to challenge yourself at a high-growth startup and make a difference for women's health, please join us!ResponsibilitiesLead the customer support team to improve support efficiency and customer satisfaction;Hire, onboard, and evaluate performance of the team and develop career growth plans, conduct trainings and personal 1:1 with team members;Optimize and make the customer support processes to foster future growth;Develop KPIs for the department and analyze key metrics (FRT, ART, CSAT) to identify areas for improvement and incentive program;Manage and understand data around the volume of incoming tickets and balance the team's workload;Utilize data analysis to identify opportunities for automation and AI assistance in customer support, optimizing processes to be scalable for future growth;Collaborate with marketing and product development to improve the customer experience throughout the entire customer journey;Project manage customer experience initiatives and audit the quality of support on all touchpoints to suggest optimization;Ensure that customer support voice is aligned with brand voice and develop standard templates if needed;Handle escalations and take ownership of customers' issues – follow problems through to resolution.RequirementsBachelor's degree in business, marketing, or a related field3+ years of experience in a leading position in customer support and experience, customer service, or a related field, managing a team of 4+ agentsStrong analytical skills and the ability to use data to drive decision-making, build reports, and analyze statisticsExcellent communication and collaboration skills, with the ability to work effectively with cross-functional teamsExperience working with Shopify and popular ticket systems for e-commerceProven ability to develop and implement successful customer experience strategiesKnowledge of customer experience best practices and industry trendsExperience in the development and implementation of customer engagement programsTroubleshooting and multi-tasking skillsAbility to focus on processes and drive decisions;Proficiency in English (advanced or higher)DetailsThe role is a remote position, with a 40-hour workweek, flexible working hours, and occasional overlap with the US and Philippines teams.What we offerYou will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their familiesWe have a fast-paced and collaborative work environment where we encourage open communication, ownership, and independenceIn addition to a competitive salary, we offer a performance-based bonus system based on OKRBenefits: paid vacation, holidays, and sick leavesWe provide professional development opportunities - training courses, workshops, and seminarsApplication ProcessScreening call with HRAssessment taskInterview with CMO and CS ManagerFinal interview with CEO
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