Manager – Customer Service Manager / (Customer Happiness Manager)

Seniority Level

Manager 

Employment Type

Full-time

 Vermont (with the ability to do some work remotely)

About Kit Lender

KIT LENDER is an outdoor gear and apparel rental company with a mission is to get everyone outdoors in a sustainable way without the need for purchasing gear & help the environment.

KIT LENDER thinks that the outdoor sports we love should be accessible to ALL without the large cost of purchasing gear.

KIT LENDER provides a convenient and cost-effective alternative to buying, maintaining, and storing gear.

KIT LENDER is a White Glove web rental service that transforms the outdoor gear, apparel, and accessories rental industry by shipping the newest and best equipment directly to you, wherever and whenever adventure strikes.

KIT LENDER Launched in 2014 after founders noticed that one thing keeping people from skiing more often was the lack of good ski clothing and the ability to rent Ski clothing online didn’t exist.

Since then KIT LENFER has been featured on ABC?s Shark Tank, has been featured in major media publications, has partnered with numerous hotels, tour groups, and travel agencies, has shipped over 15,000 orders, over 30,000 KITs totaling over 71 Tons of gear, thus getting thousands of people out skiing that might not otherwise be able to, and saving tons of clothing from a landfill.

KIT LENDER is continuing to transform the outdoor gear and services market by moving into summer camping, wetsuit, fishing, and more.

We will continue partnering with premium outdoor brands to provide gear for rent with delivery available anywhere in the continental United States.

Job Description

Kit Lender is looking to hire a Manager of Customer Happiness Team.

We’re looking for an experienced, enthusiastic professional with a Customer Service background that is passionate about building successful client relationships.

The ideal candidate has a minimum of 5 years of Customer Service or academic experience.

Our Happiness Team is the front line of our customer experience and thus an extremely important team to our success.

Having a consistent and positive customer experience is key to our growth.

We?re looking for someone who is excited and up for the challenge of taking that growth to the next level.

What you?ll be responsible for:
Receive, prioritize and return inbound phone calls, chats and emails from customers
Understand customers?

questions, concerns and complaints, determine the cause of their problems and think critically to identify the best solutions
Expedite issues as appropriate and follow up to ensure resolution
Answer product and service questions including stock checks and shipping status
Build relationships with customers 
Implement and monitor the company?s customer service policies
Document process
Identify pain points in the process and present resolutions.

Interact with other department heads when necessary 
Train staff and manage Scheduling 

Skills/Qualification:
Recent experience with customer service
3-5 years of experience in a relevant role
Experience in E-commerce required
Strong command of the company?s customer service policies
Strong sense of urgency and ability to analyze and solve problems
Ability to Document and Train Staff
Exceptional analytical skills and MS Excel and G-Suite proficient
Must be detail-oriented, highly organized, and able to multi-task with strong time management skills 
Strong presentation and clear communication skills
Must be a tenacious team player
 

What You’ll Love About Us
We are a team of smart, interesting, diverse, funny, and loving people.
We offer competitive compensation, employer-paid health benefits, snacks, Gear discounts, and a fun office environment.
We take the responsibility to make sure you are excited, happy, and find fulfillment in your work very seriously.
We value fun.

This is why we host office lunches & team events.
We believe success comes from the collective effort of all, which is why all full-time employees have the flexibility to work from home when needed.
We offer flexible paid time off for all full-time employees.

This includes unlimited vacation, sick days, and wellness days because we understand the value of health, relaxation, spending time with friends and family, and traveling the world.
We believe a healthy body equals a healthy mind, so we offer a $100 monthly health and wellness reimbursement for all year round full-time employees.
We are a team of smart, interesting, diverse, funny, and loving people.
We take the responsibility to make sure you are excited, happy, and find fulfillment in your work very seriously.
We value fun.
We believe in giving back to the community and helping those in need, which is why we volunteer as a team regularly.
We believe success comes from the collective effort of all!
We offer flexible paid time off for all full-time employees.

This includes unlimited vacation, sick days, and wellness days because we understand the value of health, relaxation, spending time with friends and family, and traveling the world.

Competitive salary and benefits package!

Salary:
30
– 60K + performance-based bonus