Customer Service & Experience Manager

Customer Service & Experience Manager

You Will Be Responsible For_
- Providing high quality, customer-focused service by solving customer problems quickly and efficiently;
- Engineer solutions by providing instruction and education to customers, Ordering replacement products, and processing refunds and exchanges;
- Triaging and escalating customer needs and requests as needed;
- Systematizing customer service processes to make your job easier;
- Helping with product catalog optimization by surfacing product listing updates based on customer feedback;
- Contributing broadly as the voice of the customer inside the company.
- Desired Qualifications_
- 2-5 years of experience in customer experience or support, consumer goods preferred;






- Passion for customer success, consultancy, and excellent customer service;
- English language fluency and mastery;
- Exceptional written and verbal communication skills;
- Excellent problem-solving capability and attention to detail;
- The ability to deal with, and thrive on, industry and customer challenges on a daily basis;
- Positive and empathetic attitude. You genuinely love to interact with people;
- Experience using customer service tools and building automated response templates such as HelpScout (preferred), Zendesk, Freshdesk, HubSpot or other support software;
- Mechanical aptitude. You must have an aptitude for understanding how mechanical things work and connect. For example, you enjoy assembling IKEA furniture. Many of our products have simple directions but come with compatibility requirements;
- A genuine interest in creating better workspaces for yourself and others.

Had you been with us last month, you would have....






- Made many amazing customer experiences by resolving issues and providing information and recommendations;
- Created response templates for specific common inquiry types;
- Ordered product replacements for damaged items and followed up with customers upon receipt;
- Funneled new sales and marketing opportunities to the appropriate internal departments;
- Assisted with catalog updates by translating customer concerns into actionable product listing updates.
- If you work with us, within the next two years it’s likely that you’ll..._
- Streamline customer interactions by creating memorable experiences further growing the brand and creating lifetime customers;
- Establish a consistent voice of the brand while effectively acting as the voice of HumanCentric in daily communications with customers,





vendors, and partners;
- Systematize a personalized customer service and experience process to significantly reduce the time required for resolution;
- Provide input on products and product listings based on the customers perspective that reduces return rates and increases customer satisfaction. Learn skills for operating an Amazon seller account.
- Qualities that will make you a good fit for HumanCentric_
- Independence and Efficiency. You get things done faster than your peers, and are always improving your execution. You have the right information at your fingertips because you planned in advance. You can independently manage a huge backlog by identifying actions from high-level objectives and prioritizing intelligently.





You follow through on all your commitments, on time;
- Humility. If it’s part of running and building the business, nothing is outside your job description. And that’s something you value and appreciate;
- Respect. We treat customers, vendors, and each other with tremendous respect and sincere appreciation. They are people first, and business partners second;
- Balanced Intensity. You approach your work with intensity, but you're an easy person to be around;
- Clear Communication. Clear, concise, and professional written and verbal communication skills.

**Salary**: $1,867,992,000 - $2,801,988,000 per year

COVID-19 considerations:
Yes

▶️ Customer Service & Experience Manager
🖊️ HumanCentric
📍 Santiago