Customer Experience Lead

Silvertree is seeking an experienced leader to build and run our Customer Success team. Addressing customer questions and concerns in a timely and effective manner will be business critical as we near the launch of our first product and begin building trust in our brand. The role will be responsible for developing our systems and processes, goal setting, and hiring up and managing the Customer Success team.

What You’ll Do

• Design and implement our customer success process from the ground up.
• Hire, onboard, train, coach and oversee a team of agents who provide support across email, chat and the occasional call
• Support teammates on escalated tickets, train on best practices and help set the standard for team policies
• Create empathetic, personalized responses for a variety of customer requests across a variety of channels
• Spot trends in customer issues and assist our engineering team in QA-ing new releases, and identifying and escalating bugs and usability issues.
• Advocate for the customer across our team. You know the customer better than anyone, and your insight should help inform projects from marketing to engineering

Requirements

• People-first mindset. You thrive in collaborative environments and enjoy jumping into the weeds with your team.
• Exceptional people management skills with off-the charts EQ and a demonstrated experience leading a team to success and achieving aggressive KPI goals.
• Deep knowledge of customer success tools and ability to implement with best practices
• Have worked in a customer support role before and know how to diagnose and resolve customer issues that satisfy both the customer and the company.
• A strong communicator (written and verbal) who can craft compelling and concise messages to explain technical concepts
• A strategic, consumer-centric thinker who understands consumer segments deeply and intuitively
• Unflappable demeanor. You work well under pressure and can manage through challenges without breaking a sweat.

Benefits

• Meaningful Equity Package
• Flexible Work Location (Partially Remote)
• Unlimited Vacation
• Health Care Plan (100% Paid Employee Medical, Dental & Vision)
• Dependent Care FSA
• Retirement Plan (401k)
• Fun & Informal Work Atmosphere

About Silvertree

Silvertree is on a mission to inspire the world’s aging population. We are developing a wellness wearable & tech platform that provides the right balance of safety, connection, and style for active older adults.

Aging is a personal experience, yet aging with dignity and independence often includes the caring involvement of family and loved ones. That is why we are designing a stylish, wrist-worn wearable that is built for safety and deeply rooted in human connection, across generations. We aim to be the consumer brand associated with vitality, style, and independence for the growing population of fifty-five million Americans ages sixty-five and beyond.