goodwipes · 7 hours ago
Customer Service and Quality Support Manager
United States
Full-time
Remote
Mid, Senior Level
4+ years expgoodwipes is a modern personal care brand focused on revolutionizing restroom routines with innovative products. The Customer Service and Quality Support Manager is responsible for leading customer service interactions, ensuring exceptional customer satisfaction, and identifying quality trends to improve brand growth.
Consumer GoodsManufacturingPersonal HealthWholesale
Responsibilities
Manage Customer Feedback:
Meet and EXCEED customer expectations with rapid response time and helpful service levels
CSAT > 4.5 or 92%
<12 hours first response time (business day)
CPPM measurement
Serve as the primary liaison for all customer related inquiries, comments and complaints, ensuring prompt and effective communication and resolution
Continuous monitoring of all platforms for consumer inquires, comments and requests with a maximum response time of < 12 hours first response time (business day)
All retailer customer portals including Walmart, Target, Kroger, HEB, Albertsons/Safeway, Instacart and all other B&M outlets
Manage Amazon positive and negative consumer input for Customer Reviews, Buyer Messages, Feedback Manager and Product Q&A Management
Build and maintain a database / dashboard to comprehensively track and analyze all consumer requests / reviews and summarize both positive and negative trends. You will track the following KPI’s:
CSAT
First Response time
Time to Resolution
Contact Rate per 1,000 Orders
Top Inquiry Drivers
Defect Rate (Customer-Reported) - CPPM
Amazon Rating Trend (rolling 30/90 days)
% Negative Reviews Responded To
Maintain proper tracking and hygiene of our main CX portal system and improve macro’s and SOP’s for smooth operations
MOCRA Compliance and Voice of Customer Program
Partner with Product, Ops, and Supply Chain to:
Escalate defect trends
Support root cause analysis
Validate post-fix improvements via customer feedback
Manage DTC Order Inquiries
Respond within <12 hours (same business day) to all DTC order issues (delays, missing items, incorrect shipments…) and coordinate with our warehouse and logistic partners to resolve the issue
Manage tickets end-to-end by quickly identifying the issue, resolving it with empathy and positive energy, and ensuring each customer feels heard and supported
Identifying patterns or recurring issues, helping surface opportunities to improve the customer experience and reduce future inquiries
This work involves investigating orders in Shopify and coordinating with our warehouse and logistics partners to reach timely and accurate resolutions
Exceptional leadership, communication, and interpersonal skills to collaborate with diverse teams and external stakeholders
Strong problem-solving and analytical abilities with keen attention to detail
Ability to manage multiple priorities and projects in a fast-paced environment
Qualification
Required
Bachelor's degree in a relevant STEM field, Business Administration or Quality Management
Minimum of 4-7 years of experience in a customer service role, preferably in consumer packaged goods – personal care products
Proven experience in managing customer service issues
Microsoft Office, experience with on-line customer service platforms
Strong data analysis skills
Gorgias (or CX platform) experience
Experience with data dashboards
Quality ownership
Retailer portals
Amazon Seller Central and Shopify portals and dashboards
Manage KPI's and comprehensive dashboard in google drive
Exceptional leadership, communication, and interpersonal skills to collaborate with diverse teams and external stakeholders
Strong problem-solving and analytical abilities with keen attention to detail
Ability to manage multiple priorities and projects in a fast-paced environment
Company
goodwipes
Goodwipes is on a mission to transform the way people think about hygiene.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$7.06M2024-01-08Seed· $1.26M
2022-12-01Seed· $2M
2020-09-11Seed· $3.8M
Leadership Team
Charlie Siciak
Co-founder & CEO
Recent News
Company data provided by crunchbase