Director of Customer Experience

Director of Customer Experience Manager About the Role: In this role, you will support our Senior Director of Growth Engagement & Lifecycle Marketing on customer-facing retention efforts working in both a strategic and task-oriented capacity. You will play a key role in the day-to-day operations of our Customer Experience program, including tracking takeaways and insights to improve Beam’s Customer Experience program and assisting in strategy and implementation of retention efforts. This person must be passionate about people, extremely organized, and have the flexibility to adapt to changing priorities. What you’ll doCreate and manage regular reports on customer satisfaction, ticketing trends, returns, and ad hoc data pulls Develop and implement strategies for improving customer satisfaction and retentionProvide daily oversight and support as-needed within Beam’s ticketing platform Provide training and real-time support to offshore CX agent(s)Identify, track and report on customer activity, satisfaction score, and support trends Manage and update ticketing interface with policies, protocols, and necessary tracking functionalitiesImprove upon, maintain and update Beam’s CX manual with current SOPs and best practices Who you are5+ years in a Customer Experience Management role, preferably in a subscription-based DTC business model Proficient understanding of Gorgias, Zendesk or other similar ticketing systems capabilities and reporting functionalities Excels in self-direction, self-pacing, and working independentlyKeep a cool head, a “nothing is beneath me attitude” and be able to reprioritize on the flyStrong attention to detail with exceptional organizational and follow-up skills High degree of professionalism, integrity and confidentiality Availability to help on the weekends or outside of normal business hoursWillingness to assist in day-to-day ticket answering as needed Excellent written and oral communication skills High energy, ability to consistently take initiative, and a healthy dose of hustleAbility to work autonomously and prioritize tasks and responsibilitiesLocation: [Boston, MA or NYC/ Brooklyn, New York] Hybrid work schedule of 2-3 days/week in-office at either of our Boston or Brooklyn headquarters.As a company that values diversity, equity, and inclusion, beam encourages individuals of all backgrounds and experiences to apply for this opportunity. we’re a small, collaborative, hardworking team creating an environment where everyone can flourish.Beam provides autonomy, ownership, flexibility, constructive feedback, a safe space to thrive, and unbridled opportunity for growth outside of silos. our people are empowered to make decisions for the company- both big and small.Beam provides fully covered medical benefits, unlimited time off, 401k with up to 4% match, charity matching, a wellness stipend toward health or fitness, hsa/fsa/childcare fsa enrollment, and an investment into professional and personal development.These are the values that guide our decisions in the business:People firstWe take care of ourselves, our teammates and our customers equallyConstant improvementSmall daily improvements and a commitment to innovation and growth in our personal lives, as well as throughout the businessTransparent and open communicationsay it straight or it comes out crooked- respectful and direct communication alwaysEgo is the enemyAlways stay humble, hungry, and curiousThink like an ownerHow are my actions or this moment going to affect the big picture?Risk takingMake informed bets and emotionally move on from the ones that don’t workCreativity and rapid iterationThink big, fail fast and inexpensively