Senior Manager of Customer Support, Embark
$99-113k
+ Stock Options + Bonus Structure
DNA testing for dogs
Be an early applicant
DNA testing for dogs
101-200 employees
Be an early applicant
$99-113k
+ Stock Options + Bonus Structure
101-200 employees
Company mission
To end preventable disease in dogs by providing DNA testing to dog owners, breeders, and veterinarians.
Role
Who you are
- You have a bias for action and care about delivering results and improving ways of working
- You presided over a complex, modern customer experience stack, with best-in-class software and numerous contact channels (email, chat, chatbots, SMS, social), workflows, and support tiers. Specifically, using Slack, Notion, and Shopify on a daily basis is a walk in the park for you
- You consider yourself a pro with setting up, optimizing and administering CRM platforms and evolving the tech stack
- You listen well and understand stakeholders’ needs, and in both written and verbal communication you are excellent at being concise, getting to first principles, using data to support your story, and explaining even the most arcane CX topics in easily accessible, layperson-friendly terms
- You’re highly data-literate, proactively inquisitive, and skilled in your own right in analysis and the use of related tools (spreadsheets and BI reporting tools)
- You ideally managed and scaled a diverse and distributed CX team
- You’re a strong mentor who feels comfortable coaching direct reports and seeing them grow in their role
- You have experience setting and exceeding goals and scoring high on key CX and operations metrics covering customer satisfaction (CSAT, NPS), service level (response times, etc), and agent productivity
- You’ve got a willingness to proactively and thoughtfully challenge the norm, question assumptions, and find creative solutions so we can continually deliver better customer support
- You’re enthusiastic about leveraging technology and AI for its potential to optimize and streamline customer support operations
What the job involves
- Own all daily in house CX operations/team and management of our outsourced (BPO) Support Teams
- Internal team management (setting goals, metrics, giving feedback and coaching, etc.)
- Oversee CX knowledge management and tools and reporting (help center & knowledge base content, self-service, tools & software)
- Own data analysis and reporting for CX and operations SLAs and KPIs
- Deliver the data/ insights and feedback from customers to cross functional partners
- Build, own and improve the systems of the operational side of the customer support model from pre purchase to results delivery and enhancing our ongoing LTV experience
- Scale and evolve the team’s processes/SOPs internally and through tech enhancements to deliver best in class service improving our operational efficiencies and delivering quality and improved service to our customers
Our take
Embark provides DNA testing for dogs, offering test kits to dog owners, breeders, and veterinarians to help them understand the specific health needs of each dog. The company also provides health kits that facilitate screening for over 215 potential conditions, with any findings being sent directly to the dog's vet.
Whilst the company will face competition from other dog DNA test providers such as Wisdom Panel, Embark shows potential to compete in the market with its broad focus on discovering breeds, screening dogs for health issues, and helping customers locate their dog's relatives. There is a huge opportunity in the market, with the US spending on pets reaching $123.6 billion in 2021.
The company has seen huge growth in the last few years and attracted considerable investment. Setting out to be the standard care for dog owners and vets, Embark will be focusing on expanding its database and team.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-35% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2021
$75m
SERIES B
Apr 2019
$10m
SERIES A
Total funding: $91.3m
Company benefits
- A flexible vacation policy so you can take off the time you need when you need it
- Paid maternal and paternal leave (plus paw-ternity leave for new pets)
- Every other Friday off each summer
- Dog-friendly office near South Station, Boston (when we get back to the office), with some flexibility (eg work from home at least 2 days a week, flexibility around child care needs, etc)
- Perks tailored for dog lovers including subsidized pet insurance and dog-walking services
- Startup perks with big-company benefits (401k match, a generous bonus structure, commuter benefits, top-of-the-line healthcare, HSA/FSA)
- Equity participation — every employee gets stock options
- Fully-stocked office snack bar and regular office events
- New iMacs and MacBook Pros, or laptops running Linux
- Continuing education, including attending conferences and company-provided resources to help with individual growth and development
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Ryan Boyko
(Co-Founder & CEO)Experience as an Independent Researcher for Cornell University's Cornell Village Dog Diversity Project from 2007 to 2012. Studied Epidemiology of Microbial Diseases at Yale University.
Adam Boyko
(Co-Founder & CSO)Experience as a Research Associate for Stanford University School of Medicine. Associate Professor at Cornell University since 2011.
Matt Salzberg
(Co-Founder)Experience as Founder, CEO, and Chairman of Blue Apron from 2011 to 2021. Managing Partner of Material since 2018.
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