Head of Customer Success, Zowie
AI-powered customer service for online stores
Job no longer available
AI-powered customer service for online stores
101-200 employees
Job no longer available
101-200 employees
Company mission
Zowie’s mission is to recreate offline shopping experiences online and reimagine digital customer service.
Role
Who you are
- Hands-on experience in leading & managing Customer Success Teams and processes within a B2B customer portfolio
- Hands-on experience with Software as a Service (SaaS) solutions
- Experience working consultatively with mid-market and/or enterprise accounts
- A track record of leading a successful Customer Success Team, resulting in revenue growth
- An operational, data-driven, & analytical approach backed by strong digital technical skills that will allow you to become a product expert
- Exceptional verbal and written communication skills in English
Desirable
- Experience in working with a SaaS solution within the ecommerce or customer service spheres
- Proficiency in a language other than English
- Experience with AI, Chat, and/or CRM technologies
What the job involves
- Lead & manage our Warsaw-based Customer Success Team, working directly with a global portfolio of B2B customers across the entire post-sale customer journey, from kick-off to advocacy and renewal (our customer portfolio includes leading consumer brands like Costco UK, MODIVO, Empik, Media Markt, InPost, DeeZee, and many more)
- Think strategically to establish, maintain, & plan actions that allow the team and processes to scale with Zowie’s ARR growth in the future
- Join your Team by being a hands-on manager & leading by example while working with your own portfolio of enterprise accounts
- Share your experience & knowledge to help the entire Customer Success Team thrive & develop while maximizing product satisfaction and ROI among customers, even during the first weeks
- Proactively work together with other teams, such as Product Management or Sales, on structuring the best workflows and processes
- Act as a customer advocate, market expert, and strategic player within Zowie’s exponential growth by collecting feedback and contributing to the creation of a successful product and service roadmap
Our take
Customer service tickets tend to fall into the same few buckets — returns, refunds or quality control questions. Not only are these repetitive, but it leaves little time for customer engagement on more complex requests.
Zowie is an attempt to automate much of that repetitive work. The technology automates 30% of customer service inquiries like “Where is my package”, “How to change my shipping address”, or “How do I make a return”.
The startup is now focused on leveraging the volume of interactions from its impressive customer base to train models that can deliver actionable insights for its customers. That way, its clients can not only reduce customer service costs, but identify new opportunities in its business.
The startup’s biggest challenge will be facing off intense competition in the chatbot-customer service space. However, while most of these players have parity on features, few have been able to compete with Zowie’s impressively quick setup speed, winning it major market share amongst startups and other fast-moving internet businesses.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
May 2022
$14m
SERIES A
Jan 2022
$5m
SEED
Total funding: $20.2m
Company benefits
- 👉 Employee Stock Option Plan (ESOP). You’re a part of our company’s future success
- 👉 Unlimited paid time off. We trust each other and don’t count days
- 👉 Great company offsites. We spend time together in person to strengthen our team
- 👉 Health benefits. We offer a competitive health insurance package
Company HQ
Civic Center, New York, NY
Leadership
Matt Ciolek
(CPTO & Co-Founder)Previously CTO & Co-Founder at codeheroes.
Maja Schaefer
(CEO & Co-Founder)Previously CEO & Co-Founder of codeheroes. Before that worked as a software developer in a variety of roles including at IBM.
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