Ecommerce Customer Service Manager

About Bird&Be

Bird&Be is a direct-to-consumer fertility brand on a mission to help people build families faster through our doctor-backed fertility products. Our goal is to help educate our customers on their fertility health early, and help them take action quickly with personalized supplements scientifically proven to impact outcomes, and at-home tests that help them get answers sooner. All while changing the face of fertility: without blue and pink boxes, plastered with photos of white babies. Our brand reflects the modern millennial.

Since launching in the summer of 2021 we’ve been growing quickly in the fertility space. We were founded by a team of fertility warriors and doctors and are supported by top-tier investors who all want to change the current fertility experience. We’re looking for incredible new team members to join us on this mission. If you’re interested in a dynamic and fast-paced environment at an early-stage startup that’s looking to make a positive change in the world, we’d love to chat.

The goal of theEcommerceCustomer ServiceManageris to go the distance to make Bird&Be customers happy. You will own the full customer service journey to make sure our customer service team is providing a best-in-class customer experience and support them in their fertility journey.

Responsibilities:

• Identify and implement customer fraud response and prevention tactics
• Define and update our customer service playbook: defining our standard responses, overseeing our returns and refunds policy and constantly adapting our business processes to better server our customers
• Oversee and maintain our customer support software: setting up automation and optimizing our existing platforms, new vendor selections and vendor management, and identify ways for us to improve our customer experience and internal efficiencies
• You’ll need to be flexible; we’re growing quickly and the environment is very dynamic. You’ll have the opportunity to wear many hats and make a significant impact.
• Work closely with our operations manager to ensure transparent communications on fulfillment or shipping related issues or delays
• Work with our team of doctors to provide health guidance and ingredient related customer responses
• Act as a point of escalation for our agents if they need support on how to respond to a customer
• Manage our team of customer service agents, including performance reviews, KPI tracking and hiring
• Regularly review our success metrics (response times, customer happiness, returns and exchanges) and identify new processes and improvements
• Stay informed and be knowledgeable about the whole suite of Bird&Be products, including new product launches and updates so that you can provide customers with product information and help them navigate through the ordering and subscription processes

About you:

• Above all else, you’re passionate about our customers and inspired by Bird&Be and our mission.
• You have a demonstrated ability to shift priorities quickly, show initiative and work autonomously
• You’re familiar with Shopify, Recharge, G Suite and Google Applications (Calendar, Sheets, Docs, Slides, etc.), Slack, and other modern web platforms and apps. Bonus if you have experience with Gorgias.
• You’re a pro multi-tasker. You know how to ruthlessly prioritize your time, and thrive in an environment where there’s more to do than time to do it
• You’re an excellent problem-solver, proactive, and quickly default to taking action
• You’re creative - proposing solutions to problems that they may not have encountered before.
• You’re tech-savvy and always seeking to find more efficient ways to do things: keyboard shortcuts, snippets, and automations are your friend.
• You have excellent written and verbal English communication skills, with an ability to modify the way you communicate to match the intended audience
• You have outstanding customer service experience, ideally with consumer products
• You’re flexible and thrive in a rapidly changing, growing and sometimes chaotic environment.
• You have a meticulous attention to detail

Hours + Location

• This is a salaried position working full-time hours. Option for a contract position may be available.
• This is primarily a remote position and requires candidates to have an available work-from-home setup including a reliable desktop/laptop with the latest OS and and a stable internet connection
• Must be able to work a flexible schedule to meet the needs of the business, including irregular hours like some evening, weekends and holidays as needed

Bird&Be is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.