Named one of the fastest growing DTC brands in the US, BrüMate is on a mission to elevate the drinking experience through innovative, fashionable drinkware. We are a fun, unique brand with a loyal, dedicated fan base!

This is a remote position:

BrüMate is a fully remote company with team members all across the world. This position will be remote aside from 1-2 days per week where we will meet at a coworking space in Denver to go over strategy and weekly recaps. Daily communication is done through slack where you will collaborate with the rest of the customer service team.

Primary Responsibilities:

As the Director of Customer Service, you will be responsible for hiring, training, managing and developing our internal customer service team members and expectations. We seek to elevate the customer experience by implementing procedures and technology that ensures a seamless experience from start to finish in order to retain brand loyalty, increase our return customer rate, and drastically improve our lifetime customer value.

• Develop and maintain a structured, new hire training program for BrüMate to efficiently hire and manage team members as we scale
• Manage productivity and expectations by reviewing negative customer feedback in our ticketing system and set performance standards to enhance the customer experience
• Train and coach employees to develop communications skills in the areas of email exchanges and conflict resolution
• Respond professionally to escalated service inquiries with customers to provide effective, satisfactory resolutions
• Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service Department
• Provides feedback to the operations team to ensure all customers have accurate and timely information on order status
• Performs other related duties as assigned.

Core Traits:

1. Communication Proficiency.
2. Customer/Client Focus.
3. Decision Making.
4. Discretion.
5. Flexibility.
6. Leadership.
7. Problem Solving/Analysis.
8. Results Driven.
9. Teamwork Orientation.

 Prior Experience:

• Must have experience with ZenDesk, Gorgias, or other similar ticketing systems
• Must have experience working with a direct to consumer brand and understand the pain points our customers experience in order to understand how to resolve them
• Must have leadership experience and understand how to effectively lead and manage a team, set expectations, and ensure those expectations are being met

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management and hiring of our customer service team

Why you'll love working at BrüMate...

• We are a small but passionate group that loves a challenge
• We are a successful, fast-growing company at the forefront of our industry, redefining the common workspace and the future of retail
• We are an innovative brand with a strong following and extremely ambitious product roadmap
• We are a small family of hustlers and constantly motivate and encourage each other
• We are fully remote aside from weekly meetings to go over recaps and strategy, enabling you to work from wherever life takes you

Get to know us!

Social Media Channels:

Instagram: https://www.instagram.com/bru.mate/

Facebook: https://www.facebook.com/MyBruMate/

Website: www.brumate.com