Issue & Collaboration Specialists (CHTII)

Want to challenge yourself at a high-growth e-commerce brand  AND make a difference in the world?

As our boat sails on an exciting trajectory, our family has grown: developing new brands, reaching more markets, and engaging new customers to support our mission. 

Our Customer Experience crew is by far the biggest team in our organization that has continuously driven loyalty by creating effortless experiences and feel-good interactions with our customers. We want to acknowledge that supporting our team’s growth is equally important. That means ensuring our processes stay sleek and our ways of working are properly designed and are scalable. 

We are looking for Issue & Collaboration Specialists (CHT II)  who will enable our customer happiness team to do what they do best (deliver & delight!) and be the guiding hand through challenging situations, ensuring we are all working from the same playbook and making the right moves.  Depending on which team they will be working with, this role will be reporting directly to either the Head Mentor  or the Delivery Experience Manager (coming soon!). 

You will be our go-to expert for known issues management and collaboration. Grab your best swim trunks as you deep dive into understanding issues, the ins and outs of the geo that you’ll be supporting and help build a knowledge base to equip our team members in handling even the trickiest of tickets or issues. Being the confident communicator you are, you’ll keep our crew updated with any important changes, launches and sharing CHT’s insights or calling out for help as needed from our CX Operations team and mentors. As a natural collaborator, you’ll pick our brains and finally get cracking on our Issue Management playbook (that’s been part of our wishlist) to help us establish clear ownership and enable us in our decision-making and action-taking. 

• You had your finger on the pulse of the Team’s health at all times, allowing you to quickly diagnose and resolve a potential issue before it gets out of hand, while always advocating and championing our team’s and customer’s experience.
• You‘ve provided hands-on guidance to your teammates through challenging situations, both large and small, and take responsibility upon your shoulders to ensure satisfactory outcomes are reached for ‘escalated’ concerns.
• You’ve provided issues-based leadership through clear and regular communication to your team, and CX leadership, ensuring that there is no grey area, and taking ownership of the challenge until it is resolved.
• You’ve shuffled support around and/or brought extra support into the right areas, to efficiently and effectively prioritise your team’s tasks when a significant issue risks a degraded support experience.
• You’ve developed a wealth of customer experience knowledge, knowledge that lets you make informed decisions, and contribute educated advice, across your brand/ market/ knowledge specialisation(s).
• Collaborated closely with CX Ops and Team Managers, to diagnose the acute challenges facing CHT and guide CHT towards harmonious resolutions.
• You’ve collaborated with our Third-Party Providers, and foster healthy relationships, allowing us to get the attention we need, and the urgency we want from them on key issues and initiatives. 
• Joined the Manila team in the Who Gives a Crap company-wide karaoke “battle royale” and helped choreograph your team’s dance moves with flawless skill and artful craftsmanship.
• You’ve joined a virtual “office party” with 100+ other faces from our four hub locations, and maybe danced a bit to celebrate an exciting team accomplishment! 

We’d love this to be an opportunity for someone who has developed their skills in solution-based thinking and probably dipped their toes into issues management in their current or past roles. You are a confident decision-maker and an excellent collaborator. You love to take ownership and see it through to the end even if that means you may need to say ‘whoops’ later. We know there might be a few areas to learn and we’re here to support that, both with hands-on guidance and formal learning moments. 

You love to solve problems

You recognise patterns and think critically. You love the challenge of solving a problem and working creatively to come up with a solution. 

You’re a serial communicator.

You are able to clearly communicate and break down complex issues in a digestible and engaging manner. Keeping people informed about what’s going on, while we’re right in the eye of the storm, is super important to ensure everyone is still heading in the same direction.

You’re a natural collaborator.

You know what step needs to happen next, by whom and when, so that the next 3 steps can happen. You collaborate seamlessly across different teams, internally/externally and different role levels, and then get all those people moving in the same direction to resolve problems. 

You love data! 

The best way to learn about the customer’s journey is through data. You're not a data scientist exactly, but you're supremely confident working with large data sets and are able to connect lots of different dots to paint a picture.

You’re a voracious learner

You’re an autonomous learner who proactively looks for potential issues, finds the root cause, and brings together the right people to work through the solution and capture that knowledge for future reference. 

You are O soo organized!  Despite a long list of to-dos, you stay calm under pressure, you know what to prioritize, and make sure your effort goes to #1. You’ve got strong time management skills, you find ways to make time stand still. 

You give a crap

Yep. We’re all here because we genuinely want to make the world a better place with our work, and we want you to want that too! Awwww.

Phew, ok... let’s take a pause. Research suggests that at this point up to 60% of those identifying as women or under-represented folks might have talked themselves out of applying. But here’s the thing, you don’t have to check every box and we are serious about the growth and development of all those who join us. So please - introduce yourself and let us know about you!

Working with us is the kind of role that will be hard to find anywhere else. You’ll get to do meaningful work alongside an incredible bunch of people - all when it suits you. It will give you the opportunity to join our team at an exciting stage in our growth trajectory and immerse yourself in a community of like-minded people.

Aside from the endless chuckles you'll receive when you tell people the name of the company you work for (it's pretty great!) you will also be delighted by the punny and passionate emails you receive from our awesome customers.

You'll receive competitive compensation and we like to look after our team like they're family so we've got lots of unique and meaningful benefits on offer, including healthcare coverage (for your family too!), 13th month pay, WFH Stipend, paid vacation and sick leave and lots of regular funsies to spend time with your peers virtually or in real life.

We’re not the only ones who think that working at Who Gives A Crap is pretty unbeatable. We’re honoured to have been recognised for the second year in a row on BuiltInLA’s “100 Best Places to Work” list, and most recently on their “Best Mid-sized Places to Work” list. 

We’re also humbled to have recently received our sixth consecutive Culture Amp engagement score of 90+ and as a certified B Corp, we're committed to the highest standards of social and environmental impact as a profit-for-purpose business.

We believe a diversity of perspectives and experiences is what makes a strong team. The stronger our team, the closer we are to our mission – toilets and clean water for all. So come join us! We're looking for people of all genders, races, ethnicities, orientations, abilities and disabilities to come sit at our table. The only thing we're a stickler on is species – you have to be a person.