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TITLE

 

Manager, Customer Experience

COMPANY

 

Lumosity

LOCATION

 

San Francisco, CA, US

Description

The Customer Experience team works to help Lumosity members get the most value out of their membership by solving problems they encounter in our product or service. As the Manager, Customer Experience you will be responsible for owning the direction of the CX organization and working to manage the team of in-house and contract workers.

YOU WILL

    • Look at support as an ecosystem which involves experiencing a problem (likely in-product), locating support channels, navigating through the support process (more than just creating a ticket), and achieving resolution of the issue.
    • Coach, develop and mentor your team to foster personal growth
    • Create alignment between the CX Team and the rest of the company and provide high-level direction to the Team through vision and goals
    • Closely monitor our support metrics and and keep them within acceptable bounds
    • Oversee the creation and ongoing usage of structures, tools, and processes that allow your team to easily and efficiently accomplish their responsibilities and measure the outcome of the changes
    • Be prepared to be the emergency responder if a major issue happens
    • Make sure Agents have the resources and training they need to excel
    • Own the Support Agent onboarding and training process
    • Share learnings with other teams and advocate for the best customer experience in all touch points

YOU HAVE

    • 3+ years experience managing a support team for B2C company
    • Strong communication skills with the ability to understand customers’ viewpoints and explain complex ideas in simple language
    • High user empathy, but can pair that with an ability to prioritize against data
    • Solid sense of organization and prioritization
    • An eye for analysis and using data to support findings or investigate new areas for improvement
    • Experience working with providing support in multiple languages
    • Familiarity with customer support software (bonus points if it’s Zendesk)
    • Strong analytical skills, SQL knowledge is a plus

WE OFFER

    • A collaborative culture where growth from within is encouraged
    • Regular creative learning sessions, skill shares, forums, guest speakers, and workshops
    • Continuous learning budget for conferences, professional and skill development
    • Competitive benefits (options for individual and/or family medical, dental and vision plans, commuter benefits, parental leave, One Medical membership and much more!)
    • Flexible time off
    • Gym and cell phone reimbursement
    • Catered lunch 4 times a week, fully stocked kitchen & snacks, and dinner when you work late
    • Fun social events such as board game nights, work anniversary celebration, weekly happy hours, and quarterly company-wide events
    • Team lunches and off-sites (past excursions include creative retreats, cooking classes, escape rooms, and terrarium building)
    • We recognize family is important, we host a Bring Your Child to Work Day as well as other kid-friendly offsite events
    • We empower employees to give back to our community and our CSR team hosts volunteer events year round

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