Customer Experience Manager - Exciting Challenge

Are you ready to lead a dynamic team in the forefront of the wellbeing industry? BlockBlueLight, the global leader in blue and artificial light blocking products, is seeking an enthusiastic and customer-focused individual to join us as a Customer Experience Team Lead. This incredible opportunity involves overseeing customer interactions, managing team members, and representing our fantastic brand across the New Zealand, Australian, US, and UK markets.

About Us:
BlockBlueLight is not just a brand; it's a movement dedicated to promoting eye health, quality sleep, and overall wellbeing. As pioneers in the science behind digital eye strain, screen overuse, and the impact of blue light exposure on sleep and wellbeing, we provide innovative solutions to mitigate these effects. Our mission is to make blue light awareness mainstream and empower individuals to thrive in today’s digital world. Join us in cultivating a team passionate about enhancing people's health and wellbeing.

Benefits of Working with BlockBlueLight:
In addition to a competitive salary, we offer an array of awesome benefits to make your work experience truly exceptional:

• Annual Wellbeing Allowance: Enhance your own wellbeing with a yearly allowance to spend on health and wellness activities of your choice.
• Staff Discounts: Enjoy exclusive discounts on a wide range of wellness goodies, including our cutting-edge blue light blocking products.
• Wednesday Perks: Indulge in complimentary coffee and scones every Wednesday
• End-of-Quarter Team Events: Celebrate your hard work and accomplishments with exciting team events at the close of each quarter.
• Growth and development as we scale the business. 

About the Opportunity:
As a leader within our Customer Experience Team, you will serve as the cornerstone of BlockBlueLight's customer service operations. Your role will involve managing and inspiring a team of customer experience team members, overseeing incoming queries, and ensuring the highest level of service delivery. There will also be opportunity for growth as we continue to scale the business. 

Key Responsibilities:

• Lead and motivate a team of customer experience team members to provide exceptional service.
• Coach and mentor team members to foster professional growth and development.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Oversee order fulfilment and communicate effectively with logistics teams in various warehouses.
• Coordinate and manage the picking and packing of orders, ensuring accuracy and efficiency.
• Provide post-sales support, addressing questions, processing returns, and managing order-related functions.
• Document product issues, gather customer feedback, and generate reports for management.
• Deal with escalations from the CS team and make a decision on the appropriate response. 
• Conduct data entry and analysis, reporting to the operations manager. 
• Be the technical lead for all our products. 
• Collaborate with internal teams, particularly marketing and operations, as needed. 
  
   

Essential for the Role:

• Demonstrated team leadership experience in customer service or related field.
• Proven ability to build and maintain excellent working relationships.
• Outstanding problem-solving skills and ability to handle escalations.
• Excellent written and verbal communication skills.
• Strong multitasking and task prioritisation abilities.
• Meticulous attention to detail.
• Minimum of 3 years' experience in a similar leadership role.

We'd Love It If You Had:

• Experience in e-commerce and Shopify.
• A keen interest in health and wellness.
• Demonstrated skills in de-escalation.
• Customer service experience using live chat platforms.
• Knowledge of CRM software and other ERPs.

Embark on a fulfilling journey with BlockBlueLight, where your leadership makes a difference in people's lives. Apply now and be part of a team that values growth, innovation, and the wellbeing of its members!