(Full Time) Head of Customer Experience at Fleek (United States)
Head of Customer Experience
Fleek United States
Date Posted: 05 Apr, 2023
Work Location: San Francisco, United States
Salary Offered: $2000000 — $6000000 yearly
Job Type: Full Time
Experience Required: 6+ years
Remote Work: Yes
Stock Options: Yes
Vacancies: 1 available
About 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 processes
- Develop category-wide product quality guidelines for Fleek and improve quality control across the value chain
- Design effective customer communications to align expectations and reduce inbound queries
- Improve customer experience post order creation to minimize friction
- Understand the reasons behind common customer queries and complaints and design process improvements that reduce customer complaints
- Optimize the complaint resolution process to minimize resolution time
- Own the end-to-end returns and refunds experience for customers, from managing inquiries to ensuring process with minimum friction
- Continuously monitor customer feedback to drive process improvements
Requirements :
- 3+ years experience in customer care and at least 2+ years experience in a startup environment
- Strong product thinker - can improve process through product
- Customer centric thinking
- Excellent communication and collaboration skills
- Strong problem-solving and critical-thinking skills
Benefits : At Fleek we believe in happy employees :-)
- Comprehensive healthcare coverage
- Exclusive employee clothing drops courtesy Fleek
- Flexible work hours & time off. We don’t care where you are as long as the work gets done
- Shared ownership: Being On Fleek means you’ll own a part of it