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Customer Experience Manager

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Description

  • Differentiate TNAG Exchange’s customer experience from standard ecommerce via white-glove service and a deep understanding of our users. We don’t view Customer Experience as an area to spend as little as possible on, but as a key differentiator of our business.  
  • Build the Customer Experience team from scratch across Live Chats, Live Phone, Email, Help Center, and Shipping Services.  
  • Develop and personally own all processes in the aforementioned areas prior to hiring for each. You’ll have support from the General Manager and the existing TNAG team on this front at first, but will lead and hire for these areas with your own vision. 
  • Partner with TNAG Operations team to maximize efficiency on instrument intake, listing creation, and shipping processes in order to inform the new Exchange processes you’ll be building. 

Responsibilities

  • 3+ years in a customer or operations-oriented role, ideally in an ecommerce setting.
  • 1+ years managing a team.
  • Experience building new processes from scratch.
  • High level of comfort exploring data to optimize both new and existing processes.
  • Deep knowledge of and passion for guitars, ideally with a focus on the vintage market.
  • Experience in a marketplace setting.
  • Understanding of taxes, tariffs, imports, and duties.
  • Familiarity with CITES.

Hard Skills

  • Data Analytics
  • Customer relations
  • Financial Calculation of costs and taxes
  • Relationship building
  • Customer success
  • Client management
  • Team building
  • Cross-functional collaboration
  • Process improvement
  • Deliverable management
  • Advanced language knowledge
  • Advanced writing skills

Soft Skills

  • Communication
  • Leadership
  • Skilled Collaborator
  • Responsible
  • Organized
The North American Guitar
  • Main info
  • Language English
  • Experience level Mid Level
  • Job type Full Time
  • Salary negotiable
  • CountryUnited States of America
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We offer

  • Working Hours: 9am - 5pm Monday to Friday.
  • Salary: Competitive + bonus + benefits.