Customer Success Manager
- Full time
- Operations & communications
AliveShoes gives talented and creative people all over the world the professional resources to design their own custom shoes, fashion products, and accessories. We support them with design tools, e-commerce tools, and supply-chain, and help them launch their line from scratch, completely online and at the speed of light.
The creator's economy is booming, the shift in power from institutional organizations and brands to individuals across industries is accelerating.
Our community of creators is international, made of designers, Artists, students, creative people and shoe lovers from all over the world.
Our mission is to support and nurture them, so to help them achieve their dream of launching their own fashion line.
Our design and production facilities are based in Italy, in the biggest and most prestigious shoe design and development cluster in the world called The Shoe Valley (Located in Le Marche, Italy).
We are a team of 28+ people working from Italy, UAE, USA, The Netherlands. We boost diverse backgrounds ranging from Tech to Fashion to business operations. We have investors from The Netherlands, Switzerland, Italy and Germany. We mostly operate in the US market (for now).
We are leading the biggest revolution in the footwear and fashion/accessories industry of the last 20 years. Joining us means to be at the upfront avant-garde of fashion-tech.
We are looking for an amazing Customer Success Manager and communication wizard that wants to help us manage our community of designers.
We look for proven operational excellence. Good experience in customer success. Enthusiasm for footwear, fashion & digital media.
Global mindset. Rockstar attitude.
You'll be managing communications with our massive community of designers, Artists, students, musicians, influencers, creative people and shoe lovers from all over the world. You'll be their organizational firepower and main point of contact. You'll be leading them through the platform and help them succeed.
The role covers these aspects
Manage the daily communication flow with designers
- Manage daily inbound communication that our designers send to us : general informations requests, tips, mentoring requests, problem with tech, problem with payments, logistics ( manage this through our internal dashboard, customer service ticketing dashboards, e-mails, livechat or skype)
- Router inbound communication to tech, to logistics, to founders when needed
- Overview claims, orders delays or special requests from designers and sync with the production & logistics team
- Manage customer service crisis
Analyze and improve communications and operations processes
- Manage and improve internal e-mails scripts, knowledgebase, FAQs
- Improve the marketing aspect of support, implementing relevant engagement upgrades to the support process
- Develop plans on how to improve company results through creating faster and better support for our clients
- Create communications automation
- Research for better tools and technology to manage our support
- Overlook the platform "health" in order to keep the community positive and enthusiastic
- Identify area of improvements in managing designer's communication
Grow a team
- Recruit and grow your own customer success team to deliver amazing support to our community at scale
You are enthusiastic about Fashion and you totally love shoes.
You have fluent English spoken and written, knowing Italian and French is a plus.
You have good knowledge of customer service processes & tools
You are great with emails, you have good copywriting skills.
You are highly operational, you have great analytical skills, you are very organized - you get things done.
You are a problem solver, you know how to balance good communication with good business.
You have worked at least 5 years in a relevant position in community management, customer relationships, customer service in e-commerce, consumer internet, media, digital agency or in a fashion company. Having already worked in a customer service position in a big online b2b or b2b2c platform or in a digitally advanced b2c brand is a big plus.
You are familiar with tech, you understand the dynamics and the flows of a digital product, you can use team communication tools, ticketing tools, automation tools,online chat tools, CRM tools, Dashboards, and analytics tools.
In general, you are great at sales and at establishing human connections within any media. You can create relationships with people, empower them and excite them.
You are data-driven, you like to measure results and optimize processes, you have a business-oriented mindset.
You have experience working from remote and you find remote work very attractive
You are not a classic 9-5 office person. You want to grow, reach challenging goals, meet new people, work internationally, work on the go and fully embrace a cause with an all-in approach.
You love difficult challenges and you are stimulated to work with startups and talented people.
You are ambitious and energetic. You are a doer, you like to wear many hats when needed
We normally review applications weekly. If we find a fit we will get back to you in less than 2 weeks.
The first part of the process involves a skype call and a written test you can do from home. If we do find an initial fit, the second part of the process will be a 1-2 days full working session with us from remote connecting with different team members and with the founders.
After the 2 days we will tell you if you are hired for a trial.
The trial lasts for 3 to 6 months, if the trial is succesfull you'll be offered a long-term contract with the company.
For this position, you will get about Net Euro 1800/month (Euro 3500 if invoiced) for the 3-4 month trial , and about Net Euro 2300/month (Euro 4500 if invoiced) + bonuses for the long term contract (this may vary based on the experience). The long term contract also gives you the possibility to get stocks in the American holding company.
Work from remote , travel Internationally to meet the team when the situation makes it necessary, also travel to Le Marche to our Production offices to acquire relevant knowledge in the industry. All travel expenses are paid by the company (life + travel and accommodation).
AliveShoes is a startup, that means we go fast, we don't follow the standard rules we are hands-on and we do lots of extra job. We look for exceptional people with plenty of energy, lot's of ambition that strive for excellence. If you want to start an amazing journey in the fashion-technology industry, grow fast and learn a lot in just a few months, give this application your best shot.