Customer Care Lead

Job Description

Job Description

At Madhappy, we are on a mission to make the world a more optimistic place by creating conversation around mental health. We want to make an impact for decades to come in producing the highest quality products and experiences to drive the conversation forward and create a brighter future for the world we all live in.

We are looking to hire a full time customer care lead. Our customer care team is the closest line of communication between us and our customers. For this position, we are looking for someone to manage the customer experience team, and implement the most efficient systems to ensure an optimized customer experience. You will act as the brand voice and set the standards for how we interact with our community.

What you will work on:

• Learn and understand Madhappy dialogue to effectively respond to customer inquiries
• Manage and respond to inbound customer support questions
• Manage the hiring, onboarding, scheduling and daily processes of the CX team
• Develop and constantly update all CX processes, from internal communications, to reporting, to brand values and more.
• Work collaboratively with CX team to ensure proper education of Madhappy brand, and best care practices
• Manage returns and backorders through online portal and in-house processing
• Continue to implement new processes into each system for most efficient, and accurate outcomes
• Work with the CX team to fulfill out orders out of the Madhappy HQ
• Ensure the most optimized FAQ and returns portal for seamless customer experiences
• Work with external shipping partners to resolve issues
• Collaborate closely with production and marketing to ensure CX team is informed of all the nuances with each release
• Utilize external platforms to streamline and log inquiries
• Assist in office management: including organizing of the office, moving product and preparing pieces for fulfillment
• Prepare monthly reports to present internally, tracking CX KPIs and growth initiatives
• Recommend new and innovative ways to make our customer support systems most efficient

Qualifications:

• Customer support experience (3+ years)
• Optimistic and energetic
• Excellent verbal and written communication and interpersonal skills
• Effective collaborator with other team members
• Must have a car
• Must live in LA
• Solutions-oriented
• Attention to detail
• Extremely organized
• Passion for our mental health mission