Customer Experience Manager

Koala’s mission is: better furniture experiences, designed with the World in mind. Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service, and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.

Why we have this role @ Koala

We are looking for a Customer Experience Manager who is passionate about creating memorable experiences for our customers at every touchpoint. In this role, you will be responsible for developing and implementing digital and real world strategies to a market-leading experience. The ideal candidate will have a strong background in e-commerce customer experience and won’t be afraid to roll up their sleeves and work on the tools as we scale. The candidate will be experienced in utilizing technology and automation to deliver exceptional viral customer experiences.

Requirements

What key responsibilities does this role have @ Koala?

• Manage transactional communication and process flow to ensure customers have a seamless experience from order to delivery and return.
• Manage and scale the customer support function, with a willingness to be hands on as we scale the team.
• Utilise technology and automation to create a customer-first experience that offers fast and accurate delivery of information to customers without sacrificing on the human experience.
• Establish and monitor key performance indicators (KPIs) to track customer satisfaction, service levels, and operational performance, and implement initiatives to drive improvements.
• Collaborate with cross functional teams, including Marketing, Sales, Product, and Tech to ensure a seamless and consistent customer journey.

Ideal background…

• 3+ years in a customer experience role and managing a small team
• Awesome at Shopify and Gorgias
• An interest in AI and automation 

• Takes ownership of the role
• Thrives in a fast paced environment
• High-level of attention to detail
• Ability to understand the big picture and prioritize competing considerations
• Always thinking two steps ahead
• Curious mindset
• Passionate about customers and their experiences 

Benefits

Treehouse Perks and Privileges…

Koala is only great when its employees are happy — and we’re one happy bunch! 

• Work From Bed (WFB)/Hybrid working - We have an office in LA, but also happy for you to be fully remote and will ensure your home office needs are taken care of!
• Take a break - Generous time off - Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced. 
• Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam. 
• Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
• Competitive 401k matching and private health insurance.
• Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. 
• Short and long-term incentive plans ensure you benefit as Koala succeeds!  
• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough  So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding,  1% and so much more.
• All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities we look for…

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball (Aussie cricket reference FYI).  Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognize that a diverse workforce is crucial to our success as a business.

To read more, check out our careers, LinkedIn, or the great work we do with Work180.

Last updated on Mar 11, 2024