Client Experience Manager

About Us:

Short Story is an award winning, technology-powered retailer dedicated to petite women 5'4" and under. Our mission is to create a seamless shopping experience for millions of petite women so they can dress with effortless confidence. As a fast-growing startup, we're revolutionizing retail with a data-driven learning system that leverages customer feedback to create exceptional, tailored products. We've been recognized by top publications like Forbes, Fortune and are backed by top institutional investors who share our vision of building the world's next great consumer brand.

At Short Story, we celebrate petiteness, boldness, and modern womanhood. Our culture combines an insatiable hunger for data, an unwavering commitment to creating superior products, and a hustle startup mentality. We have a strong sense of urgency. Since 2019, we've cultivated a team of dedicated problem solvers and fashion enthusiasts. We're excited for you to join us on this exhilarating journey.

Responsibilities:

As the Lead of the Client Experience team, you will ensure our CX Associates consistently deliver a smooth, delightful experience to our clients. Responsibilities include:

• Leading and inspiring a team of 5-10 associates working both in-office and remotely

• Training, developing and supervising associates answering communications from clients seeking assistance and guidance during their petite styling journey

• Providing coaching and taking corrective action to manage performance and drive consistency among team members to ensure on-brand communication and top tier service

• User Interviews: Facilitate regular interviews with users to collect feedback and insights to better serve our audience

• CX Operations: Complete ongoing clerical, administrative, and routine tasks to keep our day to day client experience operations running smoothly

• Data Analytics: Track performance on a daily, weekly, and monthly basis by assisting with the collection of data and explaining the “why” of what happens

• Effectively and efficiently build out CX team with quality candidates to keep up with growing startup needs

• Retaining clients through prompt and courteous service, always keeping client satisfaction top of mind

Minimum Qualifications:

• 3+ years of experience in a Customer Care Manager or Client Experience Lead role or other equivalent work experience

• Experience with having managed a team of 3 associates or more

• Ability to work in our SF office in Mission Bay

Other Qualifications

• Strong problem-solving skills with the ability to think analytically while working in a fast-paced startup environment

• Expert in navigating, utilizing, and teaching various platforms including Front, Zendesk, Airtable, and Stripe

• Entrepreneurial mindset: You must be comfortable and confident leading a small team where your ideas and efforts will have a direct impact on company processes

• Expertise in verbal and written communication with internal and external stakeholders

• Previous experience working in ecommerce or a tech startup is a plus

• Must be able to wear many hats with a hands-on, ready to go attitude

• Must be flexible and accept change readily with a driven and positive mindset

• Eager to learn and excited to help build a company from the ground up

• Able to translate client experience communications into recommendations and actionable items

Why You'll Love Working at Short Story:

• We are a group of smart, passionate, hustlers with a wealth of diverse experiences

• We are motivated by unique challenges and opportunities

• We are our own customers; many of us on the team are petite women who love our products

• We are a successful, fast-growing startup solving problems that have not been solved before and reinventing fashion for an underserved segment

• We are driven by the mission of helping petite women find their perfect fit so they can dress with total confidence

• You'll get the opportunity to try your hand at new things. We deeply believe in giving people opportunity to venture into new areas

• You'll get to work at an early stage start-up, to build the culture, and to have an outsized impact on our company and society

Benefits:

• Medical, dental and vision benefits

• Company meals & events

• Professional development resources

• Opportunity to work with a dedicated and experienced founding team

• Opportunity to progress rapidly through your career