Fleek
Head of Customer Experience
Fleek, San Francisco, California, United States, 94199
[Full Time] Head of Customer Experience at Fleek (United States)Head of Customer Experience
Fleek United StatesDate Posted: 05 Apr, 2023Work Location: San Francisco, United StatesSalary Offered: $2000000 — $6000000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableAbout Fleek : Fleek is a B2B Marketplace for wholesale second-hand fashion. We enable professional resellers and retail stores to buy from vintage clothing suppliers around the world. We are backed by top Silicon Valley VCs like Andreessen Horowitz (a16z), Y Combinator, and more.About the Team : Fleek is a set of funky individuals who find unity in diversity with the single mission of helping sustainability and promoting circular fashion while building a beautiful product experience. Our 18 people team consists of ex-YC founders leading our engineering effort, and ex-Uber folks leading our operations and supply strategy. Our Growth team is led by folks who went to Cambridge, Oxford, and UC Berkeley.About the Role : You will be responsible for owning and improving the customer experience from once an order has been placed till after it has been delivered and all queries and complaints. You will work closely with various teams across Fleek, including product, ops, growth, and supply to identify pain points and opportunities for improvement. This role will play a key role in shaping and managing the overall customer experience, using customer feedback and data to inform decisions and strategies and build strong relationships with customers to drive loyalty and retention on the platform.Responsibilities will include:Champion the customer voice in company processesDevelop category-wide product quality guidelines for Fleek and improve quality control across the value chainDesign effective customer communications to align expectations and reduce inbound queriesImprove customer experience post order creation to minimize frictionUnderstand the reasons behind common customer queries and complaints and design process improvements that reduce customer complaintsOptimize the complaint resolution process to minimize resolution timeOwn the end-to-end returns and refunds experience for customers, from managing inquiries to ensuring process with minimum frictionContinuously monitor customer feedback to drive process improvementsRequirements :3+ years experience in customer care and at least 2+ years experience in a startup environmentStrong product thinker - can improve process through productCustomer centric thinkingExcellent communication and collaboration skillsStrong problem-solving and critical-thinking skillsBenefits : At Fleek we believe in happy employees :-)Comprehensive healthcare coverageExclusive employee clothing drops courtesy FleekFlexible work hours & time off. We don’t care where you are as long as the work gets doneShared ownership: Being On Fleek means you’ll own a part of it
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Fleek United StatesDate Posted: 05 Apr, 2023Work Location: San Francisco, United StatesSalary Offered: $2000000 — $6000000 yearlyJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: YesVacancies: 1 availableAbout Fleek : Fleek is a B2B Marketplace for wholesale second-hand fashion. We enable professional resellers and retail stores to buy from vintage clothing suppliers around the world. We are backed by top Silicon Valley VCs like Andreessen Horowitz (a16z), Y Combinator, and more.About the Team : Fleek is a set of funky individuals who find unity in diversity with the single mission of helping sustainability and promoting circular fashion while building a beautiful product experience. Our 18 people team consists of ex-YC founders leading our engineering effort, and ex-Uber folks leading our operations and supply strategy. Our Growth team is led by folks who went to Cambridge, Oxford, and UC Berkeley.About the Role : You will be responsible for owning and improving the customer experience from once an order has been placed till after it has been delivered and all queries and complaints. You will work closely with various teams across Fleek, including product, ops, growth, and supply to identify pain points and opportunities for improvement. This role will play a key role in shaping and managing the overall customer experience, using customer feedback and data to inform decisions and strategies and build strong relationships with customers to drive loyalty and retention on the platform.Responsibilities will include:Champion the customer voice in company processesDevelop category-wide product quality guidelines for Fleek and improve quality control across the value chainDesign effective customer communications to align expectations and reduce inbound queriesImprove customer experience post order creation to minimize frictionUnderstand the reasons behind common customer queries and complaints and design process improvements that reduce customer complaintsOptimize the complaint resolution process to minimize resolution timeOwn the end-to-end returns and refunds experience for customers, from managing inquiries to ensuring process with minimum frictionContinuously monitor customer feedback to drive process improvementsRequirements :3+ years experience in customer care and at least 2+ years experience in a startup environmentStrong product thinker - can improve process through productCustomer centric thinkingExcellent communication and collaboration skillsStrong problem-solving and critical-thinking skillsBenefits : At Fleek we believe in happy employees :-)Comprehensive healthcare coverageExclusive employee clothing drops courtesy FleekFlexible work hours & time off. We don’t care where you are as long as the work gets doneShared ownership: Being On Fleek means you’ll own a part of it
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