Director of Customer Success

BACK TO CAREERS

Spocket is revolutionizing the world of ecommerce as we know it today. Because of Spocket, a mom from the United Kingdom, or a teacher from Saudi Arabia can start their own businesses with our platform.

At Spocket, we are on a mission to empower millions of online entrepreneurs. This is why we wake up everyday. Today, Spocket enables over 50,000 entrepreneurs across five continents to launch and scale their online stores.

On the outside, we’re building something life-changing for entrepreneurs. Helping them achieve their goals is why we’re all here. Changing an entire industry isn’t always a straight path forward, but it’s an experience unlike anything else.

On the inside, we are a fun and passionate group of people striving to build a world-class culture of freedom and responsibility.

We are looking for a high-energy Director of Customer Success to oversee Spocket's customer support and success teams. This role is central in building a best-in-class customer experience for Spocket users and a rockstar candidate will help build a customer-centric approach across our entire organization. If this sounds like you, then read on!

You’re excited about the role because you will…
Be responsible for creating and maintaining Spocket’s customer success playbook.
Oversee the full customer experience life cycle and identify, target and develop opportunities to improve the customer’s journey.
Set the strategy and work closely with Spocket’s Product Management Team to identify new features and improvements to our platform that will improve the customer experience.
Improve on our existing processes by building a comprehensive process map around how we use our current customer experience systems.
Build out a robust training and development program to ensure our customer experience team is knowledgeable and able to provide the best-in-class experience for all customers; especially as we scale.
Own all customer experience KPI’s and metrics by reporting on NPS, churn rate, customer happiness and customer ratings.
Own, develop and implement the strategy for automating multiple new customer experience initiatives.
Be the face of frequent communication with our customer base; listen, understand and execute on customer feedback.
Develop and improve our dispute resolution processes.
Develop our long term roadmap and create a cohesive tone and voice for customer communications.
Create and improve our external facing content relating to help centre articles.

We’re excited to have you because…
You love to work with customers to resolve difficult situations and provide them with a best-in-class experience.
You have 6+ years in a customer success team; with at least 2 years as customer success lead managing 3 - 10 people.
You have strong decision making abilities.
You are adept at working effectively in a fast-paced environment, independently and collaboratively as a team member where necessary.
You are creative, innovative, and motivated to design and build processes and procedures where they don’t already exist.
You have excellent people management experience.
You have a deep understanding of customer needs and ability to translate them into achievable goals.
Bonus points for experience at a SaaS company.
Bonus points for experience in eCommerce.

You’re excited about joining Spocket because...
We take care of our teammates. This is a unique opportunity to join a rapidly growing technology startup and taking care of our team on this journey is a priority.
We have curated a mission-driven workplace in which we believe in a positive and supportive team.
We offer all teammates the opportunity to provide insights on strategy and improve processes across the business.
You are eager to learn more about the fast-growing e-commerce industry.
We have an awesome and easily accessible office in Yaletown with snacks and fun people.
We love hanging out. A team that has fun together, stays together!
We offer benefits so you can focus on building an awesome company!

Location:
Vancouver
Skills:
8+ years