But first, autobrush. autobrush is a clinically proven u-shape toothbrush. It's a brand built on innovation, disruption, and unparalleled quality. We are obsessed with our customers, passionate about learning, and known for quick pivots and agile working environment. We are a direct response, D2C, self-funded startup. We have high expectations and expect that you will, too. autobrush is and will remain a fully remote company with a passion for creating a culture where our employees are valued. We are equally obsessed with your experience as a part of this team. *No application will be considered unless this sheet is properly filled out: Improve your odds of an interview: The application process at autobrush is in-depth because we only hire truly dedicated individuals. Please take your time to make sure your application is the best representation of your skills and personality Job Description Customer-centric innovator. Empathetic problem-solver. Detail-oriented. We're passionate about delivering exceptional experiences to our customers. We believe that customer experience serves as a significant growth lever for insights and information. You will play a pivotal role in improving our customer experience strategy and leveraging those growth insights to deliver real change to our brand. Who You Are? You are a self-motivated individual who excels at creative problem-solving, remains composed under pressure, appreciates a fast-paced work environment, and is driven by success. You possess a harmonious blend of creativity and analytical thinking and care about delivering genuine, on-brand, and personalized customer experiences that foster long-term loyalty. You are innately curious, boast an extensive understanding of autobrush, consistently meet deadlines, and are devoted to delivering extraordinary value. As a vital conduit between autobrush and the customer, you will relentlessly uphold our standards of excellence and skillfully manage a team of associates, ensuring they are equally committed to providing meaningful and memorable customer experiences that inspire loyalty and contribute to our growth. What You'll Do: Customer Experience Strategy: Understand, cultivate, and translate the brand values and lifestyle into exceptional customer experiences across various touchpoints, think Chewy! Ticket Management, Escalations and Chargebacks: You're not afraid to get into the trenches! You'll be directly responsible for managing escalated customers, turning negative experiences around and working closely to mitigate loss by managing chargebacks and disputes. VOC Insights: Develop, implement, and manage a comprehensive VoC program to gather valuable customer feedback and insights through surveying, interviewing, and aggregating customer insights for our brand. Team Leadership: Manage and mentor a team of associates dedicated to delivering outstanding customer experiences, fostering a culture of continuous improvement and growth. Communication Strategy: You'll be in charge of managing and developing communication strategies for our customers to ensure complete alignment with changes that take place within our brand. Social Listening: You'll stay on top of what customers are saying about our brand and leverage that information to help us make informed marketing decisions. AI Architect: You'll be in charge of developing, maintaining, and improving AI customer experience tools that deliver exceptional customer experience. Necessary Skills & Attributes for Success: Eagerness to stay current with industry trends and emerging technologies, applying this knowledge to drive innovation in the customer experience domain. Exceptional problem-solving and critical thinking skills, allowing for creative and effective resolution of customer issues. Excellent organizational and time management skills, ensuring the efficient execution of customer experience projects and initiatives. Familiarity with customer experience management platforms (Zendesk) and tools, utilizing these resources (Shopify and Asana) to streamline processes and enhance the overall customer journey. Qualifications 4-6 years of experience in customer experience management, preferably at an in-house D2C brand, with a proven track record of enhancing customer satisfaction and loyalty Exceptional analytical skills with the ability to leverage data-driven insights to make informed decisions and continuously improve the customer journey with our brand Experience collaborating with diverse stakeholders, demonstrating excellent interpersonal skills, and adapting to the unique challenges in the D2C space. What Makes Us Special We give a damn! We care. We are slightly obsessive. We sweat every detail. We fight for what we think is best for autobrush and our customers. We put our money where our mouth is - We own our words. We own our actions. We own our mistakes. We solve problems - You will not find us waiting around for someone else to fix a problem if we can get our hands on it first. It is all about the people! Relationships over transactions. What We Offer: Competitive Salary Fully Remote Company An environment of D2C eCommerce-obsessed people who love to learn, execute, and scale Opportunity to flourish with a growing company. You have the chance to join the team early and become a crucial part of our success.