Head of Customer Experience

We’re looking for a Head of Customer Experience to lead to build a team with an established reputation for world-class customer advocacy to gracefully scale with our next phase of growth. This will be the chance to try out innovative data-driven approaches, establish new processes and refine existing ones, all with a goal of making EasilyDo famous for customer experience to a whole new set of customers and fans.

This job is for you if you're a thought leader obsessed with blazing your own path to find the most scalable ways to deliver on customer requests and solve customer problems. You exude the fun, quirky personality we’re known for, and you champion a highly personal feel to all customer and partner interactions. You take customer happiness very seriously, but you don’t take yourself quite so seriously. You have a hunger to drive strategic and operational innovation based on analytical rigor and the ability to drive meaningful changes without slowing down the train. You and your team are always at the forefront of pushing new channels, techniques and processes to ensure that customer experience is an effective customer acquisition tool for EasilyDo, not just a cost of doing business. Sometimes your ideas buck conventional wisdom and push the envelope, but you are an effective advocate within the organization and have no problem wrangling the support you need.

WHAT YOU'LL DO

• Wow our customers via inbound customer requests (email and Twitter). Support spans multiple languages and geographies around the world.
• Foster a culture of fanatical focus on providing a best in class customer experience and be responsible for achieving key customer satisfaction goals
• Set the long term Customer Experience organizational structure vision and build, manage and retain a world-class Customer Experience team
• Design and implement processes, systems, and metrics to ensure the team delivers on our cost and efficiency goals. Build and maintain a culture that is frugal, not cheap, with a clear understanding of the financial implications of day to day decisions
• Drive improvements in EasilyDo's customer satisfaction scores by ensuring our customers’ needs are understood by cross functional partners in the product, marketing and global technology teams
• Develop compelling, insightful recommendations based on quality data analysis and lead execution against recommendations quickly and accurately
• Define requirements for world-class Customer Experience operations systems and work with EasilyDo's technology teams to implement new systems or enhance existing systems
• Using a combination of effective leadership and innovative communication and outreach strategies, maintain a cultural cohesion among our worldwide team.
• Develop and implement cutting edge reporting on Customer Experience performance, including productivity, quality of service ratings and other relevant metrics and drive change where needed

WHAT WE'RE LOOKING FOR

• Experience in an customer facing context, ideally in customer service
• Experience managing distributed teams; global team management experience is a bonus. Our award winning team is fully remote throughout the globe to ensure the best possible (cultural) experience for all our users
• Strong project management, organizational and communication skills
• Strong interpersonal skills working across cross-functional internal teams, and experience working with employees at all levels of a company
• Demonstrated people management competencies: accountability for results, client focus, team effectiveness, developing others, organizational sophistication and influencing others
• Self-starter who is flexible, can manage through ambiguity, and is comfortable working in an entrepreneurial environment within a larger organization
• Strong analytical skills, with experience prioritizing initiatives based on quantitative data, and an ability to identify gaps in reporting or analysis needed to answer business questions
• Highly creative; you love to solve problems large and small

WHAT YOU'LL GET

• The opportunity to define mobile commerce and change the way people communicate and get things done
• The camaraderie of a driven, agile team that is building something disruptive
• Great office location in Mountain View CA (If you live out of the area, come move here!)
• Unlimited vacation
• Competitive compensation and pre-IPO options at a thriving company funded by top investors
• Healthcare premiums covered for employees.
• Sweet perks - catered meals, all-you-can-consume coffee & snacks, shiny MacBook & iPhone and a bell that you’ll get to ring when you achieve something amazing!