Senior Director, Creator Experience

About Howl 

Howl is the creator platform for social commerce. We build tools for brands and creators to sell more products across every social platform, together.

In the last 10 years, the $20bn influencer ecommerce market has become a critical part of the retail industry.  Social commerce is a new $1.2 trillion market opportunity (link) and requires new tools, protocols, and technologies.  

Howl allows creators and brands to run experiments on what products to talk about and how best to talk about them. Paired with data delivered at the speed of social, creator financing for products, and feedback loops delivered in a beautifully designed platform, Howl takes the guesswork out of selling products on social platforms.

Howl’s mission is to reduce barriers for creators and brands to build social commerce businesses.  We are a remote-first company with a diverse team that reflects our vision. Our beta launched in mid 2022 and powers social commerce for creators and brands across beauty, gaming, home, fashion, and consumer electronics for both industry leaders like Best Buy, Samsung, Target and cult favorites like Cariuma, Kosas, and Youth to the People. We are a Series A company backed by investors including HighlandX and NEA. 

For more information, visit www.planethowl.com.

What you'll do

Howl is seeking an experienced CX professional to build and lead our Creator Experience function from soup to nuts. At Howl, CX sits at the intersection of our marketing, product, and operations. Not only does CX troubleshoot inquiries, we use every touchpoint with a Creator as an opportunity to gain insight, drive growth for that Creator, and grow loyalty and evangelism for Howl.

CX captures and communicates important Creator insights and plays a key role in testing and rolling out new features. The successful candidate will be an exceptional written communicator, a natural community builder, and an instinctual analytical problem solver.

How you'll make an impact

• Deliver an exceptional customer service experience to the Creators who use Howl on a daily basis to grow their business
• Create and improve policies, workflows, macros, and programs that deliver a consistent, high-quality service experience
• Capture creator insights using data and evidence and work with respective cross-functional teams to continually improve the creator experience and drive toward company-wide OKRs
• Own reporting for several key customer centric KPIs, including NPS and CX SLAs
• Over time, build, lead, and manage a team of associates across internal and 3rd party resources

What you'll bring

• Experience in a Customer Experience or Customer Service leadership role, ideally at a high-growth SAAS or marketplace technology company
• Customer obsessed: You see every touchpoint as an opportunity to learn, improve the Howl experience, and turn a customer into an evangelist 
• Exceptional written and verbal communication skills to effectively field questions, handle objections and collaborate both internally and externally 
• Strong problem-solving and analytical skills: you use data to draw insights and make decisions
• Thrive as a collaborator and comfortable working with cross functional teammates at all levels

Howl is a fully remote organization.

Howl is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.