Customer Care Manager, Who What Wear Collection (DTC)

Are you passionate about e-commerce and the Who What Wear brand? Are you one of those people who considers working with customers the best part of the day? If so, we want to meet you!

Named to Fast Company's Most Innovative Companies list in 2017, Digiday's Most Innovative Publisher in 2018, and one of Comparably’s Best Companies for Company Culture in 2019, Who What Wear is hiring a Customer Care Manager to manage our DTC business for all of our platforms.

As the Customer Care Manager, you will be responsible for developing and executing a holistic customer experience strategy across all current and future WWW Direct-to-Consumer divisions designed to exceed customer expectations at every intersection, whether on-site, in email, on social, or through text message. Reporting directly to our VP, Product Management, you will focus on developing strategies that will promote retention and drive brand loyalty of current and future customers. You will embrace a customer-first outlook and create a memorable customer experience through exceptional, personal service. Our ideal candidate is a self-starter who can work autonomously without much direction or oversight and takes an accurate, detail-oriented, and thoughtful approach to everything you do. You should thrive in a fast-paced environment while always putting our customers' needs first.

*COVID-19 Hiring: We understand how difficult it is to start a new position with a new company in the age of the coronavirus. Our People team and hiring managers are here to guide you through this journey. During the pandemic, all of our offices are closed and all employees are working remotely until further notice. That said, all of our recruiting, interviews, and onboarding activities are online. Thank you for your flexibility.

Responsibilities:

• Maintain a deep understanding of the brand and all its products to educate, provide assistance, answer questions, and facilitate sales for our customer
• Collaborate on the overall strategy for each platform (website chat, SMS, email, community management on social media) with the brand and e-commerce teams
• Manage all potential customer inquiries related to order fulfillment - e.g. order management, returns processes, and fraud detection
• Define and guide customer care requirements and initiatives that align with our brand’s vision and are informed by industry best practices and our community
• Establish and enforce customer care processes, constantly evaluating and improving them
• Brainstorm with cross-functional teams effective solutions for existing issues
• Respond to customer correspondence in a timely manner, involving key team members and departments as necessary
• Maintain brand voice and a positive, friendly demeanor in all customer communications
• Track, analyze, and report on customer satisfaction and feedback trends, making recommendations for improvements 

Qualifications: 

• Customer service experience in the consumer goods e-commerce space
• Experience working with Zendesk and Shopify (or similar) CRM and e-commerce platform tracking software
• Excellent communication and interpersonal skills, written and verbal, with strong active listening skills
• Ability to prioritize and quickly problem solve, with an attention to detail.
• Positive attitude with a kind and patient demeanor ready to serve customers
• Thrive under pressure and maintain composure during difficult customer interactions
• Proactive team player with a willingness to “get hands dirty”
• Strong leadership skills with experience building and scaling customer support teams with remote agents a plus

Benefits & Perks: 

• Work/Life Balance: Unlimited time off, paid holidays, summer Fridays, paid winter break, and flexible work schedules.
• Wellness: 85%–100% company-paid medical, dental, and vision insurance for employees in addition to short- and long-term disability coverage and life insurance.
• Financial Well-being: Sponsored 401k plan with unlimited access to financial advisors and planning tools. Bonus eligibility for all employees.
• Opportunity to Do Good: We’re proud to match 100% of employee donations made to organizations that combat racism and/or support recovery from racist acts of violence. 

   

Our Commitment: 

Who What Wear provides an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Who What Wear believes that diversity and inclusion among our teammates is critical to our success as an international company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

More about Who What Wear: 

Who What Wear is an international fashion company known for its content sites—whowhatwear.com and whowhatwear.co.uk—and its affordable, size-inclusive, and trend-forward line of clothing and accessories. The brand was founded in 2006 by Hillary Kerr and Katherine Power and includes the chart-topping career podcast, Second Life, which is hosted by Kerr. Most recently, Who What Wear launched a sister company, Versed, which is a clean skincare line with products at affordable prices. Headquartered in Los Angeles, Who What Wear also has offices in New York City and London, with Amazon, Greycroft Partners, BDMI, WndrCo, and others as key investors.