Customer Experience Manager

| Greater Denver Area
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!

Read Full Job Description

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

Located at the heart of Denver's Union Station, a neighborhood built deliberately for a new urban way of work and life... everything's within reach!

An Insider's view of Inboxlab

What are some social events your company does?

From monthly team outings to community events, we take the time to recognize our accomplishments and celebrate our success... we like to have a good time. Private parties atop the Museum of Contemporary Art, patios overlooking the Mile High City and the hottest new restaurants are just a few of the spots we have celebrated!

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

Senior Talent Manager

What is your vision for the company?

My vision for the technology team at Inboxlab is to continue to develop products and software that enriches the lives of our audience, pushes the envelope and innovates what was once thought impossible in digital media and grows the talents and experience of our development team, both professionally and technically.

Mike Hasenfratz

Chief Technology Officer

What’s the vibe like in the office?

These are some of the smartest and most creative people I have worked alongside... I'm grateful to work somewhere that I can be completely myself. Working in an open environment, it's easy to share ideas and build strong relationships with coworkers.

Paul

Strategic Account Manager

What are Inboxlab Perks + Benefits

Inboxlab Benefits Overview

Inboxlab encourages all team members to live a healthy and active lifestyle inside and outside of the work place. We offer generous health and dental benefits to keep our team in tip top shape. We also offer stipends for gym memberships, bus passes and parking.

Outside of these monthly benefits, we gift all new team members with an Away suitcase (to start their discoveries), a pair of Bose noise cancelling headphones (to help aide in concentration in an open office environment) and a pair of All-Bird sneakers (so you can be stylish and most importantly, comfortable at the office).

We also allow team members to express their individuality through their wardrobe by promoting a casual and comfortable work environment. Check out our cameo on the news:

https://www.thedenverchannel.com/news/national/companies-are-going-casu…

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
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
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
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
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