Director of Customer Experience, Blueland
$135-175k
+ Stock options
Eco-friendly cleaning products
Open for applications
Eco-friendly cleaning products
21-100 employees
Open for applications
$135-175k
+ Stock options
21-100 employees
Company mission
To make it easy to be eco with innovative products in reusable packaging that are convenient, effective and affordable.
Role
Who you are
- 7+ years of experience in Customer Experience/Support
- 2+ years of experience in a people leadership capacity
- Experience developing, coaching and mentoring high-performing teams
- Analytical approach to identifying trends, issues, and opportunities, leveraging CX data
- Highly process oriented – ability to drive improvement in complex cross-departmental processes
- The ability to shift from details to the big picture to make decisions, think strategically, and provide recommendations to all levels of the organization
- Familiarity with our eCommerce Stack (Shopify, ReCharge) and CX Tech Stack (Gorgias, Okendo, Loop, Klaus) preferred
- Experience in Looker is a bonus
What the job involves
- We are seeking a data-driven and process-oriented Director of Customer Experience (CX) to deliver an exceptional support experience and continuously improve our end-to-end customer experience leveraging customer feedback and insights
- You will manage a small remote team composed of a few U.S. based employees and BPO team members, driving high performance and efficiency
- You will lead the planning and execution of various initiatives to achieve CX KPIs, working closely with cross-functional partners across the organization (Digital Product, Operations, Lifecycle, Acquisition, Brand, Innovation etc.) and CX vendors (Gorgias, Okendo, Loop, Klaus, etc.)
- You will join our Growth Marketing team and report to our VP of DTC
- Deliver an exceptional support experience and achieve core CX KPIs (AFRT, ART, CSAT ticket automation %)
- Manage staffing plan and drive strong team performance
- Drive improvements to our end-to-end customer experience
- Share CX trends and insights monthly with the leadership team and key cross-functional partners
- Lead Voice of Customer research and insights and be the voice of customer as we plan strategies and initiatives
- Champion customer priorities cross-functionally, such as collaborating and communicating with Digital Product and Innovation teams to influence customer experience initiatives within their respective roadmaps
- Drive best practices and continuous improvement, including building a customer experience playbook
- Lead the testing and optimization of an AI Chatbot tool to drive automation
- Stay ahead of emerging customer engagement trends and customer experience preferences
Our take
Blueland is re-imagining conventional household cleaning and personal care products as it answers the call for more sustainable products. Its product eliminates the need for wasteful plastic packaging and obtains an overall lower carbon footprint.
Blueland’s tablet-based refill system was initially focused on household cleansers, the company expanded into personal products in early 2022, and has released several new products in both categories throughout the year. The company is B Corporation Certified, Climate Neutral Certified, and has helped divert more than 1 billion single-use plastic bottles from landfills and waterways.
Featured on the US’s Shark Tank, which secured an investment by Kevin O’Leary, the company has seen further investment from big names like Prelude Growth Partners, Gwyneth Paltrow, and Justin Timberlake. Blueland has already proven its ability to diversify its product offerings and launch into new markets, a sure sign that the company is well set to continue to expand its global presence and overall market reach.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Feb 2022
$20m
GROWTH EQUITY VC
Oct 2019
$0.3m
ANGEL
Total funding: $20.3m
Company benefits
- Health benefits
- Stock options
- Generous PTO
- Paid holidays
- Paid civic engagement days
- Paid parental leave
- 401k (employee contribution)
- Professional development stipends
- Remote work reimbursements
- Various discounts to like-minded companies
- And More!
Company HQ
Chelsea, New York, NY
Leadership
Sarah Paiji Yoo
(CEO)Co-Founder & former CEO of Snapette Inc. and Founding Partner of LAUNCH. Worked in Private Equity at Berkshire Partners and Goldman Sachs, and was a Business Analyst at McKinsey & Co.
John A. Mascari
(COO)Co-Founder & former CEO of Bundle Organics. Previous Project Manager at VOX Supply Chain. Was a Mergers & Acquisitions Analyst at both Barclays Capital and Lehman Brothers.
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