About us
We are professional, agile and innovative.
Our work environment includes:
- Modern office setting
- Food provided
Company Overview:
At UBlockout, our mission is to provide exceptional experiences for our customers with our ultimate blackout shade for better sleep. Our flagship product, the world's leading 100% blackout shade, is revolutionizing sleep environments around the world. Be apart of a fast-growing startup and a dynamic, entrepreneurial environment where you can make a difference.
Why You'll Love Working With Us:
- Innovative Environment: Embrace the excitement of a startup where your ideas can quickly turn into reality and contribute to our mission of promoting better health through improved sleep.
- Career Growth: Take on new challenges and advance your career in a rapidly growing company that values professional development.
- Collaborative Culture: Work with a team of passionate, like-minded individuals who are dedicated to excellence and innovation.
- Impact: Play a critical role in shaping the future of our customer service operations and making a tangible difference in our company's success.
Key Responsibilities:
- Lead and manage the UBlockout customer service team
- Develop and maintain efficient organizational systems, creating and optimizing processes suitable for a startup environment.
- Train, mentor, and manage the customer service team to ensure high performance and professional growth.
- Oversee the use and maintenance of CRM systems to track customer interactions and data.
- Handle escalated customer issues and troubleshooting calls to ensure prompt and effective resolution.
- Provide technical troubleshooting and setup support for customers.
- Regularly review customer calls to ensure adherence to quality standards and provide feedback to the team.
- Document meeting discussions, action items, and outcomes to ensure clarity and follow-through.
- Manage tasks effectively to ensure timely completion and continuously seek ways to optimize processes.
- Prioritize and triage customer issues and problem tickets, ensuring high-quality data integrity.
- Analyze service desk performance metrics and provide actionable insights for improvement.
- Recommend and/or perform upgrades to systems to improve customer experience and operational efficiency.
- Provide exceptional customer service and ensure compliance with SLAs.
- Anticipate client issues and needs, addressing them proactively.
- Foster a collaborative environment and work closely with other teams to achieve common goals.
- Allocate resources efficiently to ensure the success of the service desk operations.
Required Skills and Experience:
- Proven experience in creating and optimizing processes in a startup environment.
- Proficiency in project management and executing projects within the customer service environment.
- Exceptional organizational skills to manage tasks and resources effectively.
- Strong background in training and managing a team.
- Proficiency in managing CRM systems (Hubspot experience preferred) and customer interactions.
- Expertise in technical troubleshooting and system setup.
- Experience in reviewing customer calls and ensuring service quality.
- Ability to document meetings and outcomes effectively.
- Strong task management skills with a focus on process optimization.
- Experience in prioritizing and triaging customer issues while maintaining data integrity.
- Proven ability to analyze performance metrics and provide actionable insights.
- Experience in recommending and implementing system upgrades for better customer experience.
- Commitment to providing 5-star customer service and meeting SLAs.
- Ability to anticipate and proactively address client issues and needs.
- Demonstrated ability to collaborate with cross-functional teams.
- Skill in effectively allocating and managing resources.
You have:
- Excellent communication, organization and leadership skills.
- Strong problem-solving and analytical abilities.
- Strong digital / tech competency
- Ability to adapt to changing priorities and manage multiple projects simultaneously.
Compensation and Benefits:
- Competitive salary based on experience.
- Health stipend
- Opportunities for professional development and career growth.
- Flexible working hours and remote work options.
Dallas, Texas location preferred however we are open to working remotely for the right candidate.
Job Type: Full-time
Pay: $60,000.00 - $85,000.00 per year
Benefits:
- Employee discount
- Paid time off
Experience level:
Shift:
Weekly day range:
Application Question(s):
- Why do you think you would be a great fit for UBlockout and the role?
Experience:
- Customer service: 5 years (Required)
Ability to Relocate:
- Dallas, TX 75220: Relocate before starting work (Required)
Work Location: Hybrid remote in Dallas, TX 75220