Head of Customer Experience (CX)

Field Company is searching for an experienced CX professional to lead our Customer Experience team. You will lead our CX team by example, ensure the delivery of exceptional experiences, and oversee continuous operational improvement. 

As a company, our focus is on creating stellar products and helping our customers get the most out of them — evidenced by our industry-leading net promoter scores and customer satisfaction ratings.  Field products are firmly rooted in culinary adventures both at home and outdoors and we're looking for individuals to join our team who share our passion for these adventures. 

This is a full-time position that is currently remote, but will eventually be in person with some remote flexibility in our Brooklyn Dumbo office.

Role:

• Establish a team to educate and empower customers 
• Act as an ambassador and embodiment of the Field Company brand
• Proactively respond to inquiries across email, telephone, chat, & social media
• Quickly resolve customer issues and serve as a point of escalation by:
  • Developing a deep understanding of our brand, products, processes, and policies
  • Using your technical skills to master our software tools and systems
  • Coordinating with other remote team members
  • Thinking creatively and being resourceful
  • Advising customers on product care and use
  • Troubleshooting problems with our 3PL vendor and carriers
  • Processing returns, replacements and exchanges
• Recognize patterns and share customer feedback with our team to support continuous improvement of our customer and product experience
• Develop and manage annual budget
• Coach and support team members to achieve individual and company goals Encourage growth and development, keeping the team engaged and happy

Qualifications:

• 4-5 years experience in customer service, account management, or other customer-facing roles with a proven record of delivering best in class service
• Hands-on experience with at least one major CX platform (Zendesk, Gorgias, Medallia, Freshdesk, Intercom, Kustomer etc)
• Experience leading, building, and coaching team members
• Ability to navigate and learn new software applications in your sleep
• Excellent written, verbal, conversational and improvisational communication skills
• An interest in cooking along with a friendly and relentlessly optimistic attitude! 

Benefits

• We're a fast-growing company with ample opportunity for career growth
• Small team with direct access to leadership
• Performance bonus for employees that hit goals and exceed expectations
• Flexible hours and work-from-home opportunities
• Competitive salary with medical/dental/vision/401k benefits