Customer Experience Manager at Likemind

| Greater Denver Area
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Inboxlab is a leading digital publisher that harnesses the power of email as an ideal way to deliver exceptional editorial experiences to millions of readers every day. We grew out of the creativity and passion of our founder, Nicholas Pardon, a pioneer in email innovation. We started with a keen eye for what people want to receive in their inbox, and then we built proprietary technology that helps forge sustainable connections with target audiences. With this creative and technology platform, we have successfully launched a portfolio of brands that engage our readers’ curiosity and their desire to always be learning. 
Recognized as a Top 50 Startup to Watch in 2019 by Built In Colorado, Inboxlab is proud to be based in Denver and New York City and quickly adding to its team of go-getters and entrepreneurs.
Inboxlab presently focuses on two verticals: travel and gamified education (edutainment). Our mission-based flagship travel brand, The Discoverer, reaches 3,000,000+ subscribers with its weekly editions and our Inbox Edutainment network currently serves 50,000,000+ trivia and quiz plays per month.
ABOUT THE ROLE
As a Customer Experience Manager, you must be passionate, friendly and take pride in delivering an exceptional experience to all of Inboxlab’s subscribers. You should love helping people, be an excellent problem solver and use these skills to tackle both customer and technical challenges. As the greatest advocate for the customer, you will work closely with our engineering team to answer difficult questions and fix any bugs in the system. You will manage all day-to-day operations of our content brands while working to improve the customer experience and all support function processes. You must have an eye for innovation and growth, and a strong interest in working at a fast-paced start-up environment.

WHAT YOU’LL BE DOING

  • Document, track and monitor problems to ensure resolution in a timely manner. Ensure tasks are set to the appropriate priority levels and the team responds accordingly
  • Proactively work with your team to respond to all customer inquiries via the inbox
  • Maintain in-depth client management support processes to acquire and retain customers and increase their satisfaction. Respond to customer support requests within SLA timeframes
  • Monitor, filter and prioritize customer needs
  • Maintain current knowledge of industry trends, concepts, practices and procedures and their potential impact on the business
  • Manage team schedules, policies, metrics, and performance
  • Provide weekly and monthly reporting of team metrics for senior leadership
  • Other duties as assigned by management

WHAT YOU’LL NEED TO BRING

  • Bachelor’s degree from four-year college or university; and 4 years related experience, including 2 years of supervisory/management experience; or equivalent combination of education and experience
  • Ability to effectively respond to and interact with all levels of organizational staff
  • Excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
  • Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast-paced, growth-oriented and time-critical environment
  • Desire to exceed expectations and always deliver
  • Extreme attention to detail with a strong focus on Quality Assurance (QA)
  • Strong time management and estimation experience (i.e. ability to give and stick to a timeline without the need for follow-up)
  • Ability to work on multiple projects at the same time and help determine priorities based on time, complexity, and availability
  • Desire to learn new technologies, languages, and frameworks

At Inboxlab we aim to provide equal opportunity for all! We are firm believers in the strength of diversity and aim to build teams of individuals that offer unique perspectives, come from different backgrounds and challenge each other to be better every day!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • DOMOAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • SalesforceCRM

Location

Our team is globally distributed, working remotely around the world!

An Insider's view of Likemind

What’s the vibe like in the office?

That's the best part... we all work remote and have the autonomy to plug in from wherever we want. Sometimes you can find me on my couch and other times I escape to my favorite local coffee shop. All team members get a $150/month to go towards coffee shop beverages when we want a change of scenery. Love it!

Caroline

Executive Assistant

What projects are you most excited about?

I'm excited to be working on our user flow for new subscribers. This research is highly collaborative and I love getting to exchange knowledge with such interesting and intelligent people every day. This work is a fusion of psychology, data science, and will have a profound impact on the business. I love that we are at the cutting edge of email!

Jacob

Research Manager

What makes someone successful on your team?

In a fluid and scaling environment, you will have the autonomy to create your own success. Those who welcome change with open arms and fiercely attack every opportunity will excel. We support the development of our team by affording them with challenging work and welcome the individuality and creative mind that they each bring.

Danny

Director of Optimism & Culture

How do you empower your team to be more creative?

Creativity, like everything at Likemind, is led by our values. Our work as a brand, product, editorial and email group is measured by how effectively we live into our values. And, marrying the values to a sound strategic plan, inspiring creative brief and rigorous process, leads to us launching educational and fun brands, effectively every time!

Eduardo Braniff

Chief Brand Officer

What are some social events your company does?

I love that our team is so connected, even in a distributed environment. We get together as an entire team at least once a month via Zoom ... this month we all received plants and pots and will paint them together. We always put a little artistic flare in everything we do... we are all artists after all.

Terra

Senior Executive Assistant

What are Likemind Perks + Benefits

Likemind Benefits Overview

As a Likemind team member, you are eligible to participate in the Likemind benefits program. This program provides medical dental and vision benefits, a 401K matching program, competitive annual bonuses and an equity program! We offer a phenomenal parental leave program, providing 16 weeks of fully paid leave for both men and women. We are also happy to provide $15,000.00 towards adoption assistance.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Likemind's health insurance policy covers up to 75% of out of pocket expenses for employees and 50% for dependents
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Acme Co. also provides 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Adoption Assistance
We reimburse up to 15000 for eligible adoption expenses and 16 weeks of paid leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Monthly.
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks

Additional Perks + Benefits

In addition to gym, internet and phone reimbursements, team members receive a variety of other perks. Perks include, but are not limited to, unlimited PTO, 100% remote model, $300 towards office set up upon hire, stainless steal AWAY suitcase, audible subscription, Bose noise cancelling headphones, team lunches and happy hours, $150/month towards coffee shop purchases while working remotely!