About Scentbird:

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 500+ designer perfumes each month.

About the Brands:

  • Scentbird: The easiest way for fragrance lovers to discover, try, and buy their favorite scented products without a commitment
  • Deck of Scarlet: Deck of Scarlet was created to break the boredom and shake up clean beauty. The line of bold cosmetics features vivid colors, innovative textures, and unprecedented finishes that bring the fun and creativity back to clean beauty.
  • Confessions Of A Rebel: We’re not afraid to provoke. Our fragrances are made to excite and inspire: some are subversive, others are straightforward, all are compelling in their own right. He, she, they, YOU - our confessions are not caged in by gender.
  • Goodhabit: Built for the digitally native generation, Goodhabit is pioneering the movement in defending your skin against artificial blue light and modern day skin stressors. We’re developing clean, conscious, and effective skincare solutions that keep you connected, and your skin, protected.
  • Sanctuary: Our newest brand to the Scentbird family. This fragrance, just like the playful creature that was its muse, this scent opens with an energetic blend of red berries and fresh bamboo as a nod to the Red Panda’s favorite foods, while pink pepper adds an extra lively twist. Verdant notes like white tea, violet, and oakmoss pay homage to its habitat in the Himalayan Forests and mountains of China, as cashmere woods evoke a soft, cuddly feeling.

Associate Director, Customer Experience

About the Role:

In this role, your central focus is always on delivering best in class support, by providing a memorable experience to customers at first contact. This includes the management of interdepartmental processes, effectively achieving Key Performance Indicators, in addition to monitoring service level and budgetary targets that meet and surpass our customer expectations.

This position will focus on driving a best in class customer experience by identifying effective techniques that will enhance professional relationships with customers, promoting innovative processes, fostering continuous improvement, and enabling a strong work force by combining strategic planning with employee engagement.

What You’ll Be Responsible For:

  • Creating a culture and processes which achieve the business goals and objectives with regards to delivering outstanding customer service
  • Leading and further developing global training, quality, and knowledge management to support the aggressive growth of the company and high expectations in providing world-class customer service
  • Enabling teams to be successful by being committed to coaching, developing, providing feedback, encouraging, recognizing, and facilitating brilliant outcomes, all in the name of helping direct reports, their teams, and creating a highly engaged team
  • Responsible for growing the team as the business grows and providing strategic thinking on ways to deliver an outstanding, digital first, customer service experience as we scale up
  • Using customer insight and root cause analytics to identify company wide improvements and present these to the senior stakeholders
  • Being a 'Voice of the Customer' across the organization
  • Continually developing improvements and embed successful change projects
  • Driving quality and consistency

What We’ll Love About You (personality traits):

  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Identifying issues and work to resolve them in partnership with business leaders and have an ability to operate effectively deliver results

What You’ll Need to Have (required qualifications):

  • Minimum of 8 years experience in Customer Service
  • Minimum of 5 years leadership experience
  • Bachelor's Degree a plus
  • Extensive experience managing operational customer service teams, within the ecommerce industry
  • Established track record of meeting or exceeding targets, KPIs, SLAs

What You’ll Love About Us:

  • Competitive base compensation
    Bonus program
  • Remote first
  • Paid Time Off
  • 401k with Company Match
  • Medical, Dental, Vision, and Commuter Benefits
  • Flexible Spending Accounts, as well as Dependent Care Flexible Spending Accounts
  • Complimentary Scentbird Membership
  • A fun, creative and energetic work environment