Customer Service Manager

| Greater Boulder Area

Customer Service Manager

Our Company

PopSockets LLC, based in Boulder, Colorado, designs, manufactures and sells innovative lifestyle products. Our flagship product, the PopSockets grip—a collapsible grip and stand that provides secure one-handed holding for any mobile device—was invented by philosophy professor David Barnett, with the first grip sold on PopSockets.com in 2014 and the 100 millionth sold in 2018. PopSockets products embody the company's mission to create empowering, personal, and fun products.

PopSockets was named one of the Best Places to Work in Colorado in 2018 and also listed as Inc. 5000's second fastest growing company in the US, with a 71,424% percent of sales increase over the last three years.

For more information on what it’s like to work at PopSockets, check out: https://www.builtincolorado.com/company/popsockets-llc

The Role

The eCommerce team at PopSockets is looking to hire a manager to focus on all things Customer Service. We are looking for someone with a scrappy, get-it-done attitude who is passionate about all our customers. This role reports to the Senior Director of eCommerce and candidates need a proven track record innovative issue solving. This position will be focused on domestic customer service but may be asked to extend expertise across the business.

Responsibilities

  • Supervise day-to-day operations in customer service department.
    • Ensure standards are being met with routine checks
    • Constantly analyze goals and adjust baselines
    • Drive results
    • Nurture positive environment
  • Evaluate agent performance
    • Customer satisfaction
    • Response times
    • Quality analysis
  • Train associates
    • Ensure all training materials are up to date
    • Drive brand and voice
    • Provide resources for quality customer service
  • Develop effective procedures, policies, and standards.
  • Analyze statistics and compile accurate reports
    • Maintain accurate records
    • Establish metrics
    • Meet reporting needs of e-commerce and quality control
  • Maintain an orderly workflow according to priorities.
    • Distribute tasks to agents accordingly
  • Improve customer service quality results
    • Study, evaluate, redesign processes
    • Research industry techniques and methods
  • Address returns and refunds
  • Manage payment gateways
    • Track and manage fraudulent orders
    • Address chargebacks from all payment methods
  • Communicate promptly and effectively with e-commerce, quality control, voice of the customer, and marketing.

Requirements

  • 2+ years in customer management
  • Strong foundation with CRM and sales tools
  • Strong reporting and excel skills
  • Excellent verbal and written communication
  • Proven analytical skills and attention to detail required
  • Strong presentation skills within a team, and to a leadership level


Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • SqlLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • Power BIAnalytics
    • NAVAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • InDesignDesign
    • FigmaDesign
    • PremiereDesign
    • After EffectsDesign
    • Cinema 4DDesign
    • ProToolDesign
    • BasecampManagement
    • SmartsheetManagement
    • TrelloManagement
    • HubSpotCRM
    • KlayvioEmail

Location

We are soon moving to a new location 5757 Central Ave: https://drive.google.com/file/d/0B3V6q-NR8yZGVzJ5QkR2b0hLSVBCcVlBemlXRnVaSG1iYUtJ/view

What are PopSockets LLC Perks + Benefits

PopSockets LLC Benefits Overview

Employees are valued at PopSockets. We provide a number of perks and benefits to show we care and are always looking for ways to do more for our employees.

Culture
Volunteer in local community
PopSockets Employees are offered two paid volunteer days. Our Manager of DoGoods works directly with local nonprofits we can support as a company. Volunteer opportunities are coordinated quarterly.
Partners with Nonprofits
PopSockets partners with more than 100 nonprofits—large and small—through Poptivism, our unique give back program. Over the past three years, we have contributed more than $3 million to charity!
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
PopSockets has a flexible spending account
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer Cardio and Yoga classes three days per week!
Retirement & Stock Options Benefits
401(K) Matching
We contribute 3% of of an employee's annual gross pay to their 401K
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
We provide an option to create a dependent care account
Generous Parental Leave
We provide 12 weeks paid paternal leave for employees who have been here 6 months.
Flexible Work Schedule
PopSockets provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
PopSockets sponsors family oriented events throughout the year.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
We love our snacks at PopSockets. We also offer plenty of tea, coffee and beer on Tap. We also have our own Bevi machine!
Some Meals Provided
Bagles and Donuts every Wednesday and Breakfast burritos the last Friday of the month!
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
We offer thrive pass, $50 per month toward the wellness activity of your choice.
Professional Development Benefits
Tuition Reimbursement
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