Consumer Care Lead San Francisco

Sevenhugs recrute !

À propos

Sevenhugs creates connected home products and services designed to simplify the smart home experience. The Smart Remote is a revolutionary product that lets you instantly control any device—TVs, media players, speakers, lights, thermostats and more via Wi-Fi, Bluetooth or infrared. Just point at what you want to control and Smart Remote’s screen automatically adapts—like magic. Our goal is to reinvent the way people interact with technology by creating devices that are simple and intuitive to use. Based in San Francisco and Paris, Sevenhugs was founded in 2014 and raised more than $14M in a recent SeriesA.

Join us and grow fast !

Descriptif du poste

We are looking for a talented Consumer Care Advocate. We believe in providing our consumers with a product experience that will set the bar for all others. We are reinventing the way consumers interact with their homes and we look to our Care Team to equally reinvent the meaning of support.

In this role, you will work directly under the Head of Consumer Care and play an influential role in shaping the foundations of our support team and the consumer experience. You will troubleshoot product issues, help Customers with questions/concerns, and escalate critical information to help ensure that our Customers and products are successful.

Key responsibilities

  • Maintain SLA’s for all contact channels. Customers come first!
  • Interact on a daily basis with consumers and leverage your technical and operational knowledge to identify solutions.
  • Document and improve new troubleshooting processes, ticket workflows, and response macros.
  • Utilize data to rationalize changes to tools, processes, or product priorities.
  • Brainstorm and prioritize practical, pragmatic solutions that can be executed quickly.
  • Draft, publish and maintain our Support Community Content.
  • Manage and develop Customer Care Advocates.
  • Work cross functionally with our engineering, logistics, operations and design teams to ensure the consumer's voice is heard.
  • Work closely with our Head of Marketing and Head of Consumer Happiness to ensure that the voice of the Customer is being heard.

Profil recherché

  • You’re a critical thinker who enjoys identifying solutions based on data.
  • You’re empathetic to your core and put the needs of others before your own.
  • You put in maximum effort regardless of whether you’re a member of team or working alone.
  • You’re a strong communicator in English language who understands the importance and power of the written word and how it can help proactively address consumer questions while alleviating pressure on a small and growing support team.
  • You’re detail oriented, accountable and proactive.
  • You’re lightning on a keyboard. Min 60 WPM
  • You have managed relationships across many skill sets to achieve a common goal.
  • You have drafted and managed support content.
  • You have 1-3 years experience in a Lead position within Customer Service
  • Experience with a hardware tech company (plus)
  • Call Center experience (plus)
  • You use Smart Home devices in your home (plus)

Process de recrutement

1 intro call
1 test
1 panel interview with Senior Managers
1 interview with the CEO

That's it, welcome to Sevenhugs !

Informations complémentaires

  • Type de contrat : CDI
  • Date de début : 01 octobre 2018
  • Lieu : San Francisco, États-Unis ()
  • Niveau d'études : Bac +1
  • Expérience : > 1 an