Senior Customer Experience Associate

The posting, as Dr. Squatch wrote it

Why We Exist and What We Do

At Dr. Squatch ( www.drsquatch.com ), we’re raising the bar on men’s personal care with our line of natural, high-performance products. We’re on a high-growth, fast-moving ride, continually introducing new product categories, launching into retailers nationwide, and growing internationally. We have been recognized and certified by Great Place to Work® multiple times, and we achieved status as a certified B Corp in 2023. We are looking for passionate, talented people who want to join us in our mission to inspire and educate men to be happier and healthier!

About the Role

Join our team at Dr. Squatch as our Senior Customer Experience Associate ! We’re looking for a strategic, details-focused, and highly driven individual to lead the day-to-day management of our outsourced customer support partner and own the processes, policies, and platforms that keep our customer experience running at a high standard.

The Customer Experience Team is the driving force ensuring that customers are delighted with their overall Dr.Squatch experience. The team is responsible for customer service, engagement, and retention, as well as improving our overall digital and physical experiences.

In this role, you will be the primary point of contact for our business process outsourcing (BPO) partner, including, but not limited to: setting them up to win on every product launch, campaign, and peak season through clear playbooks, training, and communication. You will own our ticket macros and policies, non-ticket support processes, review moderation, and the platforms our agents rely on every day. You will also own escalations, resolving complex customer issues yourself and routing them to the right cross-functional partners when needed.

You’ll round this out by owning close-the-loop and NPS programs, turning customer sentiment into recommendations that shape how we operate and advocating for the customer in cross-functional forums.

This role will report to the Senior Manager, Customer Experience.

This is a full-time role with company benefits based in Marina Del Rey, CA.

The anticipated base compensation range for this role will be $70,000 to $85,000. Compensation will be commensurate with the candidate's experience and local market rates.

What You'll Do

• BPO Management & Partnership
• Serve as the day-to-day operational lead for our outsourced support partner, directing queue coverage and daily priorities.
• Build and deliver launch calendars, playbooks, and campaign briefs so the partner team is fully prepared for monthly product launches, promotions, and marketing initiatives.
• Design and implement onboarding and ongoing training for partner agents, and provide clear direction and feedback.
• Hold biweekly check-ins with partner team leads and management, and own all communication flowing from Dr. Squatch to the partner team.
• Partner with the Senior Manager on relationship management, workforce planning, and budget in

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that qualified applicants with disabilities may participate in the application process. If you need any accommodations during the hiring process, please let us know when you submit your application and we'll do our very best to adjust as needed.

For Information regarding Data Privacy , please review https://privacy.drsquatch.com/ .

Unsolicited Resume Policy. Dr. Squatch (“DRSQ”) employs an internal Talent Acquisition department. Exceptionally, DRSQ may choose to supplement that internal team with support from temporary staffing agencies, placement services, and/or recruiting agencies ("Agency"). Agencies are hereby specifically directed NOT to contact DRSQ employees directly in an attempt to present candidates. DRSQ’s Talent Acquisition team is responsible for all candidate presentations to our hiring managers.

To protect the interests of all parties, Dr. Squatch will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to DRSQ, including unsolicited resumes sent to a DRSQ email address or mailing address, directly to DRSQ employees, or to DRSQ’s resume database will be considered property of Dr. Squatch.

DRSQ will not pay a placement, service or other fee for any placement resulting from the receipt of an unsolicited resume . This also includes partial resumes, LinkedIn profiles, general candidate profiles, and/or candidate details or information. DRSQ will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

DRSQ’s Talent Acquisition team must provide advance written approval to an Agency to submit resumes and/or profiles for a specific job-opening, and the approval must be in conjunction with a valid fully executed staffing, placement or other service agreement. DRSQ will not pay a fee to any Agency that does not have a fully executed agreement in place prior to submission, receipt and placement of candidates.