Looking to help grow a rocketship direct-to-consumer brand?

Skylight is a tech startup based out of San Francisco and Los Angeles. We make consumer products, like Skylight Frame, that are used and loved by tens of thousands of families across the world. We’re profitable and growing like a weed, with 4x revenue growth last year. Our founders are former venture capitalists and serial entrepreneurs, and we believe we’re on our way to building a $100M+ business.

Customer Experience
& Operations Manager

We are looking for a Customer Experience & Operations Manager to join our LA team. Each month, we have hundreds of customers who reach out for help with getting the most out of Skylight’s products. We have 4 remote customer service reps, but are looking for someone to own the challenge of getting us to 100% Customer Satisfaction. This means both interacting with individual customers on a daily basis (by email or phone), as well as working to improve our overall customer service processes and systems.

Customer Experience
& Operations Manager

Customer Experience
& Operations Manager

We are looking for a Customer Experience & Operations Manager to join our LA team. Each month, we have hundreds of customers who reach out for help with getting the most out of Skylight’s products. We have 4 remote customer service reps, but are looking for someone to own the challenge of getting us to 100% Customer Satisfaction. This means both interacting with individual customers on a daily basis (by email or phone), as well as working to improve our overall customer service processes and systems.

The right candidate is...
• A people person with great communication skills. You love talking with new people, helping them solve their problems, and leaving them with a smile on their face.
• Highly detail-oriented and a problem solver, with a love for technology. Some of our customers’ questions are real puzzles that you need to think deeply on to figure out.
• A big picture operational thinker. You will help us build out A+ customer service processes, and manage the members of our customer service team.
• Interested in wearing a lot of hats. We’re a small startup, and while your focus will be on customer experience, you’ll be involved in many other parts of the business. You might be helping us with our digital marketing and social media presence, or going to events and being an ambassador for our product and brand, or even making business development deals to grow our business.

This is a great role for someone who is entrepreneurial and passionate about helping people. We are a small team, and the right person will have an opportunity to make an enormous impact and rise within the organization.

Requirements:
• 1-3 years of work experience.
• Some customer service experience preferred.
• Empathetic, organized, and people-oriented.
• Excellent listener with strong written and verbal communication skills.
• Patience and ability to spend time with customers identifying and solving tech issues.
• Ability to manage a remote team of Customer Service reps.
• Ambitious - you want your next move to be a career-defining moment you can be proud of and grow with the company.

Responsibilities:
• Manage our Customer Service team
.
- Manage, expand and train our remote team of CS reps.
• Help dozens of customers on a daily basis.
- Interact with customers via email, phone, and chat to help solve issues.

- Triage incoming support issues, accurately diagnose them, and escalate bugs to the management/tech team. 

- Maintain a deep understanding of the customer experience by identifying and resolving potential issues before they become larger problems.
• Analyze, report on, and improve our customer service team’s processes.

- Develop KPIs and analyze customer service reporting.

-Constantly review where our systems are working or not working, and maintain a continuous improvement process to get us to 100% Customer Satisfaction.

To apply, please send your resume to andrea@skylightframe.com