Customer Experience Manager, Verishop
eCommerce brand for home, fashion, beauty, and more
Job no longer available
eCommerce brand for home, fashion, beauty, and more
21-100 employees
Job no longer available
21-100 employees
Company mission
To help consumers to discover endless, unique products that they'll love.
Role
Who you are
- 4+ years of relative experience
- 3+ years of team leadership experience
- Passion for customer experience
- Ability to deal with ambiguity and create new solutions in a self driven fashion
- Ability to identify root causes and lead continuous improvement
- Previous experience leading in a customer facing role at scale is preferred (Retail, Contact Center, Food Service Industry, etc.)
- Ability to adapt in a rapid growth environment and contribute wherever there are needs and flex as priorities shift
- Strong problem solving and data analytics skills
- Strong written and verbal communication
- Strong computer literacy skills (experience with Gorgias, NetSuite, Shopify, preferred)
- Flexibility in work schedule
What the job involves
- Act as the voice of Verishop for our customers
- Act as the voice of our customers internally to Verishop
- Work collaboratively with our Merchant Support, Merchant Solutions, Operations and Vendor Partnership teams to improve experience for our customers
- Grow and Lead our Customer Support team who are the first point of contact for all our customers via phone, email and chat
- Develop processes and analytics to measure and focus improvement
- Build communication channels and relationships with our customer community
- Lead cross functional working groups to identify, prioritize and lead process improvements
- Recruit, train, retain, develop and hold accountable our Customer Support team
- Evaluate customer feedback and communicate insights to other internal teams, including marketing, product development, strategy, and tech, to optimize the user experience
- Work closely with our Merchant Support team to ensure a platform that brings Verishop’s vision of connecting brands and customers together is attained
Our take
Verishop has built a virtual shopping ecosystem where brands can develop their own digital storefront and reach audiences via social platforms. It presents a more creative way for direct-to-consumer brands to gain traction, and reach and interact with a wider audience.
Verishop have managed to attract newer, smaller consumer brands with a revenue share program that means they are only charged up on making a sale. Instead of competing on volume with industry giants like Amazon and Nordstrom, Verishop aims to bring the joy back into the online retail space by offering social features like Shop Party which allows users to shop alongside each other while chatting. The company also introduced a livestream shopping feature within its app, tapping into a market that has been increasing in popularity.
As more platforms are experimenting with social commerce, Verishop cleverly partnered with Snap, Inc to launch Verishop Mini - the first in-app curated retail experience bringing them immediate access to Snapchat's gargantuan user base. The company has raised considerable funds that will will be used to improve its products and capabilities, especially for smaller, independent retailers who want to build their businesses online.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2022
$40m
SERIES B
Oct 2019
$12.5m
SERIES A
Total funding: $70m
Company benefits
- Equal opportunity employer
- Work from home opportunities
Company HQ
Ocean Park, Santa Monica, CA
Leadership
Imran Khan
(CEO)They started their career with over a decade as a Managing Director at J.P. Morgan and Credit Suisse. They served as CSO of Snap Inc for 4 years, before founding both Proem Group and Verishop in November 2018.
Cate Khan
(CSO)They worked at Accenture for 4 years before working at L'Oreal and Avon Products for a combined 6 years. They left their role as SVP at Quidsi (Amazon) in 2018 to co-found Verishop with Imran.
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