Dutch Oakland , CA 94604
Posted 1 week ago
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:
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
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
$20 - $25 an hour
This position is Full-time, 40 hours per week
Ideal Shift: Sunday
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.
Dutch