Director, Customer Experience – Blueshift Nutrition – Boston, MA

Director, Customer Experience

ABOUT US:

At Blueshift, we believe everyone deserves to do work they find meaningful, and have fun doing it. That’s part of the reason we started a company that’s changing the world, helping people improve their lives through better nutrition and hydration. It’s also why we have a relaxed, respectful culture in which we reward performance, build each other up, and celebrate the wins.

We are currently in the pre-revenue startup stage, with just a handful of passionate team members on board. Our products are still in “stealth mode,” so we can’t give away all the juicy secrets, but we can tell you that we have developed a product that will create an entirely new category, revolutionizing the health and wellness space. Our CEO and founder has a proven track record, taking his last startup (SmartPak.com, also a revolutionary, game-changing product) to $150 million+ over 18 years with the company. This next year promises to be one of huge growth, both for the company and team members, and we are looking for people ready to embrace the challenges and opportunities therein.

If all that sounds exciting to you, and the description below sounds like a good fit, we hope you’ll fill out an application and give us a chance to get to know you better!

POSITION OVERVIEW:

Do you find it soul-crushing when companies prioritize metrics over customer experience? Have you always wanted the voice of the customer to be heard in meetings and project rooms, instead of just in your headset? If so, you just might be the kind of raving customer advocate we’re looking for.

We need someone who is passionately committed to being the voice of the customer, relentlessly improving the level of service we provide, and keeping our entire team laser-focused on what matters most: delivering an exceptional customer experience. You’ll be responsible for creating a team that goes way beyond “customer service,” and creates memorable experiences for our customers, from providing nutritional consultations and support to finding new opportunities to surprise and delight the community we serve at every turn. And because we’re a startup with a lean team, your responsibilities will stretch beyond the traditional boundaries of “customer service,” including taking the lead on projects that are traditionally owned by marketers, and providing critical input on product design and operations decisions.

In this role, you’ll be responsible for establishing our entire Customer Care universe, including planning and executing a strategy for building out the team (likely both internal hires and external contracts, but you can help direct that decision!). For additional support, you’ll also have access to guidance and counsel from the executive who built the customer care team at one of Fortune’s 2020 Most Admired Companies. You’ll also be partnering closely with our Brand Architect and VP of Marketing to ensure that our customer experience exceeds consumer expectations and delivers on our brand promise.

WHAT YOU’LL BE DOING:

· Acting as the voice of the customer across the organization, including:

· Establishing connections and fostering good working relationships with teams throughout the company, to keep the customer top-of-mind and negotiate prioritization of projects that will improve the customer experience.

· Helping craft communication streams for various customer personas and lifecycle stages

· Helping define our customer loyalty, referral, and rewards programs

· Leading the development of customer journeys to inform web development, remarketing strategies, and other business needs

· Partnering with our Brand Architect and leadership team to plan and build out our Customer Care universe, in terms of staffing, contracts with external agencies, team structure, and more, including:

· Ensuring our team is ready to deliver an exceptional customer experience at our product launch.

· Partnering with the Brand Architect, VP of Marketing, and other key stakeholders to establish policies and service guidelines that are fair and respectful to both the customer and the company.

· Establishing, tracking, reporting on, and continuously working to improve meaningful metrics (response times, NPS/CSAT, etc.) that drive team engagement and performance, as well as ensuring an exceptional customer experience.

· Establishing and maintaining a quality tracking system that enables the company to get real-time feedback from customers, and analyze trends over time to spot problems, bright spots, and opportunities for improvement.

· Ensuring every customer care interaction that comes from our brand lives up to our brand standards and our company values.

· Empowering and engaging your team, ensuring they understand and feel fulfilled by their role in helping our customers improve their health and their lives.

· Partnering with our nutrition experts to create onboarding training and continuous education programs that enable team members to go beyond simply taking orders, and instead answer customer questions about supplements, ingredients, and health challenges with confidence and knowledge.

· Maintaining and reporting on the team budget.

ABOUT YOU:

· Bachelor’s degree or higher preferred (or related experience)

· 5+ years of professional experience managing customer care team operations

· Proven track record of managing, empowering, and motivating a team of customer care professionals

· A solid understanding of best practices in customer care, including technology solutions

· Exceptional communication and presentation skills

· Strong project management skills, able to drive projects to completion with minimal supervision

· Creative problem-solving skills, with the ability to manage multiple (sometimes competing) priorities, and effectively make decisions to keep projects moving forward

COMPENSATION AND OTHER PERKS:

· We offer a competitive compensation package including a base salary and equity opportunity, 401k, healthcare benefits and paid time-off. We will likely create a bonus program when we start selling our products.

· We offer a family friendly, flexible work environment that allows for the flexibility to make work fit well as part of your life and work-from-home opportunities.

· Purpose-driven workplace with a mission to enhance our customers’ and employees’ lives.

· Unlimited vacation policy, including 12 company-wide holidays.

· Healthy snacks and beverages in the office.

Blueshift believes in a diverse environment and is committed to equal employment opportunity for all its employees and qualified applicants. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. AQ Nutrition will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

HOW TO APPLY: If this exciting opportunity sounds like the right fit for you, please email your resume along with a cover letter stating why you want to work at Blueshift to work (at) blueshiftnutrition.com.

Job Type: Full-time

Pay: $0.00 per hour

Education:

• Bachelor’s (Preferred)