Lalo is a modern baby and toddler brand built for today’s families. We’re set on changing how you shop for your baby by creating thoughtfully designed products that simply...look good. Being a parent can be tough, so you can rest easy knowing that we’ll always tell it to you straight, from which non-toxic materials we use and what products best fit your lifestyle, to what we’re working on next. We love being a part of your special moments—the first tummy time, to the first coloring masterpiece—and promise to be there for you every step of the way.
As the CX Manager, you will be responsible for overseeing and improving the overall customer experience across all touchpoints. You will play a crucial role in ensuring customer satisfaction, loyalty, and retention. This position requires a strong understanding of customer needs, excellent communication skills, team leadership, as well as the ability to share evidence and customer feedback with different departments across Lalo.
Manage and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver exceptional experiences
Monitor and analyze customer feedback, reviews, and inquiries to identify areas for improvement and communicate these findings to teams across the organization.
Collaborate with cross-functional teams, including marketing, sales, and product development, to enhance the overall customer experience.
Analyze customer feedback and data to identify pain points and opportunities for improvement in our customer journey.
Establish and maintain customer service standards, policies, and procedures to ensure consistent and efficient service delivery.
In collaboration with Operations monitor returns and return trends across all products
Handle escalated customer issues and complaints, ensuring prompt resolution and customer satisfaction.
Monitor and report on key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, response times, and resolution rates.
Collaborate with the marketing team to support sales efforts and ensure efforts are a seamless cx.
Conduct regular training sessions with the product team, to ensure team is best equipped to handle all customer inquiries
Proven experience in a customer experience or customer service management role, preferably in the e-commerce industry.
Strong understanding of customer experience principles, strategies, and best practices.
Excellent leadership and team management skills, with the ability to motivate and inspire a team.
Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels.
Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
Strong problem-solving and conflict resolution skills.
Proficient in using customer service software, CRM systems, and other relevant tools.
Knowledge of the babygoods industry and an understanding of customer needs and preferences is a plus.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Self-motivated and able to work independently, while having the desire to collaborate with other departments.
Ability to be fully remote
Medical, dental, and vision health benefit options
Opportunity to take the CX of a Series A funded, high growthp to the next level