United States onlyAbout the Company:
Our family of brands comprises Dansk, the heritage home brand from Denmark, Schoolhouse, the lighting and lifestyle goods company based in Portland, Oregon, and Food52, the curated cooking and home destination, based in Brooklyn New York.
Food52 is a next-generation cooking and home company, named one of the World's Most Innovative Companies by Fast Company, with a monthly reach of more than 30 million people. The digital hub challenges the models of traditional media and retailers, combining content, commerce, and community around the belief that the kitchen is the heart of the home and that food is the center of a well-lived life. In addition to a curated Shop that features hundreds of makers, the Food52 family of brands includes the lighting and lifestyle goods company Schoolhouse and the heritage home brand Dansk.
Schoolhouse is dedicated to the preservation of American manufacturing, thoughtful living, and purposeful design. From iconic lighting to one-of-a-kind homewares, our mission is to provide a new generation of heirlooms that inspire people to create unique, meaningful spaces in which to live and work.
Dansk is an inspired home brand created in 1954 by Ted and Martha Nierenberg to bring the elegant simplicity and natural materials of Scandinavian design to the American market at reasonable prices. The mission of the Dansk brand is to preserve Dansk’s heritage, revive many of the exceptional designs from its archives, and collaborate with leading designers around the world to create new products that will someday be passed through generations.
About the Role:
The Customer Experience Operations Coordinator supports the Customer Experience (CX) team through tools administration and optimization, data management, and process documentation. This position requires a strategic and data-driven thinker with strong organizational skills, a deep understanding of customer support principles, and a proven track record of managing customer support tools. This role is Remote and some travel may be required to our Portland, OR or Brooklyn, NY office.
Key Responsibilities:
Process Documentation
- Generate and maintain detailed documentation of CX policies, processes, and workflows
- Collaborates with managers and other stakeholders to review procedures, policies, and processes
- Own accuracy of information presented in knowledge base
- Analyze workflows and make suggestions to improve efficiency and effectiveness
Cross-Functional Support
- Assists the CX team with scenarios that requires admin level access within the tools
- Ensures timely communication with internal cross-functional teams to support both the customer and business needs
- Possesses the accountability and responsibility to communicate and represent the Customer Experience department and the customer voice in ways that contribute to business development
- Communications may include performance metrics, forecasting, voice of the customer
- Instills confidence with proactive information and timely responses to cross-functional partners’ interests and requests
Tools Administration
- Configure and customize CX tools for optimal functionality
- Execute day-to-day maintenance and support of CX tools, including onboarding
- Ensure accurate data capture and reporting through backend configuration
- Advise on new tools to continuously improve operations
Data Management
- Develop and maintain dashboards to track key performance metrics (CSAT, NPS, and other KPIs)
- Conduct thorough data quality checks to ensure accuracy of datasets and investigate issues
- Ensure reports are shared with stakeholders at a consistent cadence, ideally utilizing automation
- Present data insights on performance and customer behavior to inform business strategies
- Track ongoing and repeat issues to drive resolution, workflow efficiency, and ultimately improve the customer experience
Qualifications & Requirements
- 5+ years of related experience in an eCommerce customer service environment
- 2+ years of experience administering customer support tools
- Must have administration experience with Zendesk; familiarity with other CRM platforms is a plus
- Proven experience implementing and improving systems and processes
- Strong quantitative and analytical skills are required
- Proficiency with analytical tools such as Looker or Power BI
- Advanced Google Sheets or Excel experience with the ability to analyze large data sets
- Attention to detail and the ability to handle multiple workstreams
- Experience working and thriving in a highly cross-functional environment
- Tech savvy and able to adapt to new systems and processes
- Knowledge of SAP a plus
COMPENSATION
This is an exempt role. The target pay for this role is $50,000 - $65,000.
EEO STATEMENT
Food52 is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.
WORKING AT FOOD52
Food52 is committed to providing our team with a competitive benefits package. Some of our benefits for 2024 include:
- Health benefits (medical, dental, and vision)
- Unlimited paid time off
- Monthly fitness reimbursement
- Citibike (NYC) or BikeTown (PDX) company-sponsored annual membership
- Generous employee discount across our brand portfolio
- 401K through John Hancock
- Company funded HSA
