Customer Experience

Customer Experience Manager - West Coast

Customer Experience

Here at Booker, we are transforming the way local services are managed by businesses and purchased by consumers. Our goal is to create the best service management tools for our clients. We do this by producing an innovative product using cutting edge technology and investing in our passionate people across sales, engineering, customer experience, and marketing.

Our Sales team is a dynamic group that plays a vital role in educating business owners on our product and bringing them on board to manage and grow their businesses while our Customer Experience team trains our clients and provides continued customized support. Supporting the entire infrastructure of our product is the Technology team responsible for developing and building functionality that keeps us ahead of the tech scene curve.

The Customer Experience Manager is responsible for the day-to-day operations of a dynamic support center. Manage, mentor, and develop a small team of Client Success Specialists responsible for delivering an exceptional customer experience through phone, email, and live chat. This is a metrics-driven position expected to identify areas needing improvement, increase efficiencies and promote a positive team environment. The Customer Experience Manager is required to possess a total mastery of contact center best practices and the ability to control phone, email, and live chat methodologies.

We’re not a run-of-the-mill call center, so we’re not looking for a run-of-the-mill manager. Our staff is sharp, friendly, and eager to learn. Our company is grounded in hospitality, and it shows. We set high expectations, but we value strong customer relationships over volume. We’re looking for an approachable mentor who can develop junior staff and improve their job performance.

This is the perfect opportunity for a candidate with experience leading a small team in a large customer service operation. If you’re obsessed with metrics, client satisfaction, logistics, quality, and solving problems, we’d love to hear from you.

RESPONSIBILITIES:

  • Manage and mentor a regional group of Client Success Specialists
  • Be responsible for the overall development, and performance the Client Experience team
  • Closely manage the team to set of weekly, monthly, and quarterly goals
  • Take ownership of all productivity metrics and reporting systems
  • Schedule consistent support coverage—make daily and on-the-fly scheduling decisions for chat, phone, and case time
  • Partner with executives and managers to translate growth strategy into tactical execution
  • Facilitate group and one-on-one training on best practices, soft skills, and product features
  • Monitor processing of inbound cases; evaluate quality and adherence to service level standards
  • Triage high-priority escalations and train associates on doing the same
  • Quickly learn our product, the voice of our customers, and the rhythm of our team

REQUIRED SKILLS:

  • 3-5 years of increasingly responsible leadership experience in a customer service management position
  • Direct experience working in an early-stage/fast-growing tech startup is a big plus
  • Expertise in scheduling and executing best practices for email, live chat, and phone operations
  • Proficient in Salesforce.com or comparable CRM platforms a plus
  • Bachelor’s degree or comparable experience preferred
  • Metrics-driven and results-focused while also dedicated to quality and team cohesion

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

  • Dedication to mentoring and coaching junior customer service professionals; Expert at training on both soft skills and technical execution
  • Communicate with diverse customers, from small business owners to strategic partners
  • Collaborate with all levels and functions, including executive, sales, and technical teams
  • Proven ability to solve problems, from the small to complex, from customer-related to internal
  • High-energy and accessible with a great attitude
  • Commands respect and performance from staff and colleagues

For immediate consideration, please submit a “knock your socks off” cover letter, salary expectations and resume in word or pdf format only - to careers@booker.com. Please reference “Customer Experience Manager” in the subject line of your email. We do not offer sponsorship. Booker Software Inc. is an equal opportunity employer.

Benefits

  • Medical, dental, vision, and life insurance benefits
    You're in good hands
  • 401k Retirement Plan
    It's never too late to save
  • Plenty of vacation days, plus birthdays off
    We don't take R & R lightly
  • Summer Fridays
    Start your weekends early
  • Referral bonuses for customer and employees
    You'll want to share the Booker love
  • Commuter Discounts
    Let Booker give your wallet a break
  • Classy casual dress code
    Dress to impress even in your Levis
  • Stock options
    Share in Booker's success