Customer Experience Lead

About Dutch

Dutch is a fast-growing tech company that is revolutionizing veterinary care. We're on a mission to increase access and care to pets across the country, delivering relief to both pets and their pet parents. We are excited about tackling the hard problems in an effort to help every pet live their happiest possible life.

Position Overview

The role of CX Lead at Dutch means being a top performing member of the CX Team and helping support day-to-day CX operations. CX Leads are the epitome of Dutch CX excellence and should set the standard that CX agents strive to attain. This includes but is not limited to hitting and exceeding all minimum daily targets, helping with questions and escalations, and performing additional tasks as required and assigned, such as side projects. A successful CX Lead serves as the first tier of escalation support, handles difficult cases, and maintains strong productivity. They have the leadership skills to proactively help manage team queues in order to meet and exceed our KPIs and SLAs and the communication skills to call out issues they see and recommend improvements. Above all, a CX Lead will act as a true brand ambassador for Dutch and mentor to Agents by helping deliver outstanding customer support and developing customer relationships. Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents.

What you'll do at Dutch:

• CX Queue Support: Help manage the CX team to KPIs and SLAs set by company and team leadership. This includes but is not limited to:

Customer Service Support: Email, Chat, Text, PhonesProvide daily support for the CX AgentsHelp support cross-functional communication channels

Serve as the first tier of support with escalations

Be willing to step in and own the ticket when necessary

Sweep CX QueuesCustomer Outreach

Order Management: Daily order management support tasks.

Additional Projects: Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders.

Qualifications:

• 2-5 years of experience in Retail or Customer Service

• Customer service oriented, always trying to do the best for the customer

• Experience with email, phone, text, and sms support channels

• Experience using a customer service solution, i.e. Gorgias, Zendesk, Kustomer, Gladly, Salesforce

• Ability to handle multiple projects simultaneously with attention to detail

• Proficient with Google suite and Google sheets

• Bonus* Order Management experience, Shopify, etc.

*Bonus

• Background in animals, pet care, or veterinary care

Benefits:

• Competitive compensation

• Hybrid Work Environment

Our Guiding Principals:

• Pets First - business and medical decisions are always guided by the pet's best interest. We'll never compromise on pet health and we're all here because we care about their well-being

• Agile Like a Cat

• We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options - even ones that may not be on the table - then execute without perfection getting in the way

• Creativity is our Catnip

• Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand

• Be the Human Your Dog Thinks You Are

• Be kind, show care for your colleagues, and even if you're an expert - give others context, reinforce the positive, and help them understand.

$20 - $25 an hour

This position is Full-time, 40 hours per week

Ideal Shift: Sunday

• Thursday

• Shifts are subject to change based on business needs.

• We will strive to give as much notice as possible if shift changes should be needed.