Customer Experience Manager – Hopsy

Job Expired

Job Description:

Hopsy is a fast growing tech startup in the craft beer industry. Hopsy supports breweries, connecting them to local markets in a new way by providing customers with home delivery of fresh draft beer.

The Customer Experience Manager role is instrumental to Hopsy’s success and growth. The CX Manager is responsible for managing training and development of CX Associates and day to day team management for outsourced and in-house team members.

As a CX Manager, you’ll be joining a growing, highly motivated team. You’ll contribute your passion and skills to make sure CX Associates are trained, meeting our KPIs, and providing the best possible service to our customers. We offer 20 days paid vacation, benefits, and the opportunity to join a fast-growing company at a pivotal moment.

Job Responsibilities:

  • Manage hiring, training, and onboarding of new agents
  • Develop effective tools and materials for training Hopsy team members
  • Manage Hopsy’s off-site team members, including: schedule management, weekly meetings, and Quality Assurance
  • Respond and engage with team members to answer questions and ensure information from Hopsy HQ passes to our remote team members
  • Assist in escalations from the existing team members
  • Contribute to defining customer support best practices and implement customer support standards and KPIs that create a consistent quality of service
  • Develop and execute initiatives to continuously improve our approach to efficiently and effectively secure our customers success
  • Drink a lot of really delicious beer (or cider, or coffee, or kombucha..)

Job Requirements:

  • Bachelor’s degree in an applicable field
  • 2-5 years of relevant experience working in Customer Experience
  • Experience managing and motivating CX team members to meet and exceed team and individual goals
  • An endless supply of compassion and patience for our customers and their needs
  • A top notch communicator
  • Personable and positive attitude
  • Organized
  • You are obsessed with Customer Satisfaction and Happiness. You will go above and beyond to solve your customers issues
  • Knowledge of beer is a plus but not required.
  • Start-up experience preferred but not required.
  • The idea of working with a small group of awesome people, in a fast-paced, dynamic, and typically ambiguous environment is totally your cup of tea (or pint of beer)

How To Apply:

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More Information

  • This job has expired!

Our Location:

200, Yuhyeon-ro, Gimpo-si, Gyeonggi-do, South korea