Job Description
Senior Manager, Customer Support
- BOSTON, MA OR REMOTE
- MEMBER SERVICES
- FULL-TIME
WHO WE ARE
If you ask us, we’re the perfect mix of athletes, entrepreneurs, engineers, and creatives. Our diverse backgrounds and shared values are what help make Hydrow great. Our mission is not just to create an amazing fitness experience, but a beautiful human experience – one that’s honest, inclusive, and positive.. Hydrow is the Live Outdoor Reality (LOR)™ rowing machine that delivers on-water experiences at home with workouts led by world-class athletes. At Hydrow, you’ll have the chance to shape a company that is disrupting the fitness industry while creating engaging content unmatched in the marketplace today. Sound exciting? That’s because it is!
WHY WE NEED YOU
At Hydrow, our Customers are at the core of everything we do. As our business continues to grow, we are looking for a Senior Manager, Customer Support to lead the day-to-day operations of our internal team in providing a best-in-class customer support experience and building brand loyalty within our customer community. This individual is customer obsessed, has high EQ, and the business acumen to operationalize complex workstreams while creating a proactive, positive, and inclusive culture for both Hydrow’s support team and our customers. Looking for a person that has worked with a direct to consumer product/s and managed an evolving, growing team. This Manager is not afraid to roll-up their sleeves and lead by example.
WHAT YOU’LL ACCOMPLISH
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- In the first three months
- Leading and developing a team of 4 internal customer support specialists and 1 team lead.
- Managing day-to-day performance and quality of an outsourced contact center and the internal team to ensure continuous delivery of best-in-class support to Hydrow members and prospects.
- Providing guidance and feedback to team members for calls, emails, social media messages, and chats; handle escalations when necessary in the best interest of the company and the customer.
- Managing and ticket calibration and quality monitoring across all channels to ensure each customer interaction meets or exceeds KPIs and Hydrow’s brand standard.
- Monitoring and driving improvements to all customer support-related KPIs, including CSAT, time-to-resolution, etc.
- Reporting on Voice of the Customer and key MS performance metrics (SLAs, KPIs, CSAT), including volume forecasting and contact drivers, to drive improved decision-making, customer outcomes, and insights into the customer experience.
- Empowering Member Services team members to offer outstanding customer service through consistent personal example, coaching and encouragement.
- Working cross-functionally with other teams including engineering, operations, and finance.
- In the first six months
- Developing onboarding and ongoing training programs to foster an environment of continuous learning and improvement.
- Partnering with leadership to measure and deliver outstanding service outcomes (e.g., service trends, cost-to-serve and volume forecast models, workforce management, etc.)
- Establishing a high performance standard through ambiguity and change, and fostering a culture that produces excellent, measurable results.
- Identifying opportunities to implement changes in processes or tools to improve efficiency and quality of support across all customer contact channels, including email, voice, and chat.
- Collaborating with other senior leaders at Hydrow to enhance workflows, achieve shared business outcomes, and develop stronger cross-functional operating models; foster a customer-first culture across all teams.
- Recommend improvements to workflows and processes to streamline internal communications between teams without sacrificing KPIs or customer experience.
- Identifying and taking on project management and ad-hoc problem analysis as needed.
- In the first nine months
- Partner with senior leadership in the development of the customer insights strategy for the Member Services team.
- Actively assist in the scaling of the member service organization, driving best practices, standards, and methodology.
- Identify new and innovative ways to make the team more efficient and better able to serve our customers; work with support management on special projects as required.
- Driving leadership development, team building, and retention.
WHO ARE YOU
- Experience in customer support leadership, preferably at a B2C company or subscription service.
- Experience and demonstrable skills in managing people, including experience in hiring, training, and mentoring new employees; experience with remote teams a plus.
- Passionate about the customer experience, you love to wow customers and lead a team to drive brand loyalty and reduce churn while creating a collaborative environment that nurtures growth, action, and empowerment.
- Demonstrated success in maintaining, exceeding Support KPIs (SLAs, CSAT, FCR)Hands-on, “get things done” approach; you thrive in a fast paced, high-volume startup environment.
- Experience building teams for scale, creating and iterating processes to improve the efficiency of the team without sacrificing quality.
- Ability to build relationships and ensure cross-team alignment.
- Comfortable working with a variety of systems and basic business tools like Google docs, Excel, as well as CRM and order management tools. Specific experience with Salesforce and Hubspot a plus.
- Understanding of basic order fulfillment processes for physical products and experience with a direct-to-consumer company is preferred.
HOW WE WORK
Authentic and Inclusive: We embrace each and every one of our differences and celebrate our diversity. We commit to fostering a space where everyone belongs and is heard.
Nimble with Purpose: We are a fleet of speedy boats, instead of a barge. As pathfinders of positive change, we adapt our focus with ease when our purpose points us in a new direction
Resilient Teammates: We support our Hydrow teammates and members through challenges: technical, personal, or unexpected waves. We overcome the present obstacle and persevere together.
Hydrow is a community of innovators, risk-takers, and trailblazers who celebrate individual differences and recognize that unique perspectives make us stronger, smarter, and more successful. Hydrow actively seeks applicants who can bring a variety of experiences, perspectives, and backgrounds to the team. Hydrow provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sex, pregnancy, pregnancy-related condition, sexual orientation, marital status, religion, age, disability, qualified handicap, gender identity, results of genetic testing, military status, veteran status, or any other characteristic protected by applicable law.
Our team values diversity in experience and backgrounds—we do our best work when we create space for different voices and perspectives. Whatever unique experiences or skill sets you bring, we look forward to learning from each other.
BENEFITS AND PERKS (Full Time Permanent Hydrownauts)
- Medical, Dental, and Vision Insurance Premiums 100% Paid For By Hydrow
- 6 Months Fully Paid Primary and Secondary Parental Leave
- Unlimited PTO Policy
- $200/week Reimbursable for Childcare and/or Tutoring Services for Children Under 16 Years Old
- $180 Quarterly Phone Reimbursement
- 401k
- Reimbursable Monthly Pet or Child Subscription Box
- Free Lunch on Fridays
- Free Subscription to Headspace
- 75% Discount on a Hydrow and Free Membership to the Hydrow App
- $150 Annual Home Office Reimbursement
- MORE!
* COVID-19 Vaccination Policy: Hydrow requires anyone working onsite to confirm they are fully vaccinated and boosted against COVID-19 unless a medical or religious accommodation is requested, reviewed, and approved.