Job Description
About ripple⁺
Ripple is a consumer wellness brand offering single-use recyclable diffusers made from natural, organic ingredients. Their botanical blends are a non-addictive, nicotine free alternative to smoking & vaping.
Whether trying to quit e-cigarettes or simply seeking a recreational plant-powered puff, ripple⁺ is revolutionising a healthier nicotine-free lifestyle.
Overview of Role
We are seeking a highly motivated and organised individual to join our team as a Customer Service Manager. This position requires an excellent grasp of the English language, a love for customer success, the ability to handle numerous platforms and experience in managing a team.
The candidate will be responsible for executing on customer success across the multiple platforms and ensure a high satisfaction rate for all our e-commerce customers. In addition the role will include building the retention strategies within the business.
At ripple⁺, customers have and will always come first - it is of utmost important that a standard of care and love is upheld in every piece of communication from our team.
What You'll Be Doing
* Process and work through customer tickets to the highest of standards on a daily basis
* Manage the customer success team of 2 to 3 remote members to ensure that work is being done at the right quality and efficiency
* Management of all tools and platforms that are used for customer success and communication (email, SMS, Instagram and Facebook DMs, social media comments, review platforms, and more)
* Act as the primary contact for all customer-related escalations from the team, ensuring that standard procedures and resolutions are implemented for existing, new, and uncommon issues
* Implement eCommerce-specific strategies to secure customer retention and unwavering loyalty.
* Collaborate cross-functionally within the company to ensure product/service improvement based on customer feedback.
* Consistently measure Customer Satisfaction (CSAT) scores in an eCommerce context and proactively develop improvements based on eCommerce customer feedback.
* Reporting on all customer success activities
What You'll Need
* Excellent verbal and written communication skills and the English language
* A customer-centric mindset and approach
* Experience in Customer Success/Service
* Efficient multitasking and prioritisation skills
* An excellent eye for detail
* Good grasp of numbers and the ability to report using google sheets and excel
* Ability to learn and use new software and platforms quickly and efficiently
The Character We're Looking For
* Empathetic Professional: Understanding the unique challenges and opportunities within the eCommerce customer landscape
* Detail-Oriented: Meticulously managing every aspect of the customer relationship
* Highly Adaptable: Able to pivot and tailor strategies to fit the rapidly evolving industry
* Collaborative: A solid ability to work cross-functionally
* Results-Driven: Focusing on achieving and exceeding performance metrics
Why You'll Love ripple⁺
We offer a supportive working environment, plenty of training & career development opportunities, monthly fitness package, team events, quarterly socials and more
* Amazing ‘HQ’ in Camden, where you’ll be based (this position requires full-time office presence)
* A supporting & friendly team of hard-working people
* 25 days holiday per year excl. Bank Holidays
* £40/month towards your mental & physical wellbeing
* Team events & socials
* Travel to and from work covered
The start date for this role is immediate upon finding the right candidate
* The interview process will be three stages: a phone interview, a task, a call to review the task, and the final stage is a face-to-face interview in our London office.