Customer Experience Team Lead - Jobs in Victoria, BC

Job Description

About UsFlytographer helps people around the world celebrate their stories through the magic of photography. Launched as a female-founded startup 8 years ago, we were the first global marketplace to connect travellers with hand-picked local photographers for fun, hassle-free photo shoots. Since then, we’ve expanded beyond vacations to offer local shoots in your hometown and, most recently, headshots and personal branding photos. Capturing treasured memories for customers around the world and interacting with heart-forward photographers across six continents is deeply rewarding work — you get to see and feel the impact you are having every single day.Called the “future of travel photography” by Conde Nast Traveler, and an “Ingenious Track Hack” on Oprah.com, Flytographer has captured over 3 million photos for customers across 350 cities and was voted “Outstanding Workplace of the Year” in 2020 by the Victoria Chamber of Commerce. We are a small but mighty team of 10 women based in Victoria BC, with a few remote team members in Vancouver, Toronto and Mexico City.The RoleFlytographer is looking for a seasoned customer service leader with a proven track record managing high-impact teams and creating a strong culture filled with drive, accountability, passion, respect, positivity — and FUN!Delivering extraordinary customer experiences is the heart of our business. The good news You are stepping into a company with a lot of customer love — our NPS has been 90+ for the last 8 years! As we scale-up, your challenge will be to maintain our high NPS, while increasing efficiencies and improving AOV. You will also have the unique opportunity to build out your team over time as travel recovers and bookings scale up.Responsibilities:Inspire and lead a high-performing CX teamLead and manage our growing team of remote Customer Experience Specialists with off-hour shiftsManage team workflow, effectively and efficiently, while ensuring world-class, anticipatory customer serviceLead team through a change of their core responsibilities as the business and product evolves.Be comfortable in a fast-paced work environment and willing to do all day-to-day tasks and handle incoming customer inquiries (be a coach and a player)Manage all hiring and new employee onboarding process for your teamAnswer questions from your team and provide guidance and feedbackRemove blockers that prevent team and individuals to perform at a high levelAnticipate escalation and take over priority calls and tickets when neededEnsure adherence to policies, values and established procedures etc.Lead team through a change of their core responsibilities as the business and product evolvesForecast and model staffing demands and plan for needed coverage well in advanceRevenue optimization and concierge productivity improvementsReduce cost-of-service delivery by identifying opportunities to automate or remove rote manual tasksIn close alignment with the marketing team, identify opportunities to increase conversions, grow AOV through upsells and nurture relationships to increase future repeat sales and strong LTVProvide insights on customer, partner and photographer flows, interactions and challenges and recommend feature ideas to the product teamAlways be looking for opportunities to improve team productivity and training, updating processes accordinglyLead an omnichannel strategy for managing customer requests (Zendesk, social, email, phone calls etc)Deliver a world class customer experienceMaintain a +90 customer NPS as we scale the business.Work with the product and photographer ops teams to improve the customer/photographer journey and remove friction, inject delight, and reduce the burden of choicedentify and prioritize opportunities to optimize the booking platform with feature updates, resource reallocation or process improvementsReportingCreate, track, and report on key metrics and quarterly KPIs for your teamProvide insight and recommendations to the leadership teamAbout youProven track record leading high performance customer service teams in a startup environmentOutstanding communication and negotiation abilitiesExcellent accountability, organizational and leadership skillsExperience with Google Docs, Jira, Zendesk or similar softwareDeep empathy for both the customer and photographer experienceThe ability to inspire and motivate your team in positive ways (Think “Ted Lasso”!)Benefits and PerksRemote position (anywhere in Canada only)Extended health and dentalGenerous vacationTeam off-sitesProfessional developmentParental benefits programFree annual Flytographer shootAs a company with global outreach, we are committed to diversity, equity and inclusion throughout our team, including our international photographer community. We are dedicated to seeking out members who uphold our values of mutual respect, integrity, and transparency. We welcome applicants who will continue to push our company forward as a leader in this space.