Customer Care Manager - Chupi

We're hiring a Customer Care Manager

Applications for this role are now closed

Ireland’s leading luxury technology business Chupi are seeking to expand their exceptional team. We are recruiting for a Customer Care Manager to join our customer care team.

This is a demanding role that requires strong leadership, compassion and problem solving ability  along with excellent communication skills.  You will act both as an advocate for your team and champion for our customers within the company, ensuring key customer concerns are turned into learnings for our company so that we can continuously improve our customers experience with every interaction.

This role is central to our ongoing success as Ireland’s leading jewellery brand.

Key responsibilities:

  • Oversee, monitor and manage a busy care and sales team operating across multiple channels.
  • Work closely with other departments, acting as an internal spokesperson for our customers.
  • Work closely with our Digital and Marketing departments to drive customer retention through ongoing relationship development and management.
  • Supervise the activities of our customer experience team to ensure their interaction with. customers reflects our world class customer experience
  • Provide an elevated level of care to our customers to resolve escalated issues.
  • Liaise with the production department to ensure our customer's orders are delivered to their expectation.
  • Provide in depth analysis of our customers pain points and develop recommendations to resolve these pinch points.
  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Conduct surveys and quantitative research to gather information on customer opinion of our customer experience.
  • Continually review new techniques, technologies and processes necessary for improving customer experience.
  • Support your team to define and deliver on KPIs, OKRs and company goals.
  • Provide mentoring and coaching to your team to support their growth.

Experience & qualifications:

  • A minimum of three years experience in team management is essential.
  • A passion for delivering world class customer experiences.
  • Experience using customer service software like Zendesk, Teamwork Desk, Freshdesk etc.
  • You should be a a great leader who cares deeply about your team’s wellbeing and growth
  • You will understand that what we make is more than a piece of jewellery, it’s a moment in someone’s life
  • Ideally you will have a customer care or call centre background
  • Experience implementing Customer Service Enhancements (i.e.., technology solutions, workflow processes, etc.)
  • A genuine interest in resolving customers issues through compassion and sincerity
  • Interested in growth opportunities for both yourself and your team
  • You are a naturally empathetic and articulate communicator
  • You are digitally fluent. We are a digital native business utilising Zoom, Google Drive, Asana, Slack, Whatsapp & Zendesk
  • Given the current climate you will be capable of managing a team based in both Dublin and remotely

Who we are:

Described by the Irish Times as one of Ireland’s most loved brands we have taken diamonds into the 21st century. We are a digital first luxury brand operating a borderless business model whilst making each and every piece of our jewellery in Ireland.

Our business is growing at an exponential rate, with 41 people on the Chupi team we are recruiting for an additional 19 roles across every department of our expanding company and we are only beginning to scratch the surface of our global ambition.

From a market stall to an international business in just a few years, we are a team with exceptional expertise in technology, luxury, jewellery, marketing, brand and above all people. From luxury sales and marketing to sustainable supply chain development, our people are brilliant, ambitious and committed to our purpose. We have built our business on a culture of kindness, care and constant learning, building a community of support and mentorship within our teams, encouraging achievement through a continuous cycle of innovation, improvement and  an unceasing aspiration for better.

Come build a brighter tomorrow with us.

The team:

  • Be part of an internationally focused business where there is huge opportunity for personal growth, including individual budgets for training delivered through a personalised professional development framework.
  • Strong focus on a work/life balance, we don’t believe in the ‘always on’ culture, we prioritise quality over quantity and productiveness over presenteeism.
  • Supportive, inclusive and collaborative open company culture - anyone can lean in and learn from our ambitious and highly motivated team.
  • Sustainability and our corporate social responsibility are at the heart of what we do at Chupi. Our team is driving change in every aspect of the business, innovating in our industry and changing the world for the better - we encourage everyone to be leaders in driving this change.
  • An empowering wellness programme.
  • A generous employee discount.
  • 30 Days Annual Leave.
  • Employer Pension Contribution. 

The Technology

We live and breathe technology, our team are digital natives and work across a number of industry standard platforms. Our website and our store Atrium use Shopify as our eCommerce and POS platform, that attitude has made us one of the best performing Shopify sites in Europe. Alongside Shopify, our customers enjoy a number of custom built solutions built on AWS powering customer insights, product customisation and innovative CX solutions.

We utilise Slack for intra company communication, Xero for finance, Google Drive for collaboration, Dropbox for content management, Zendesk for customer care, DEAR for cloud based inventory and Notion for project management to ensure as a team we have the best tools at our disposal working across multiple sites to grow and scale an international business.

What next:

This is a full time salaried position (subject to a probationary period) offering a flexible arrangement between working from home and some office based work. The candidate will need to be able to attend meetings, events and company meetups in Dublin city as the role requires. The hours are 9am-5pm GMT, Monday to Friday.

Terms will be discussed with the candidates at the interview stage. You will report directly to the directors of the company.

If you think this sounds like you please write us a cover letter detailing why you think you would be ideal for this role at Chupi and attach it along with your CV and any other relevant documents to:

The role is open for applications until 24th February 2021. We will be conducting interviews with potential candidates with the role to commence in or around March 29th 2021.

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