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Head of Customer Experience

| Greater Boulder Area
To apply, please send your resume and cover letter to [email protected] with the subject “Head of Customer Experience.” Include a couple of thoughts telling us what you love about grilling or cooking, plus what you think could be improved or what could use some fresh thinking about the grilling experience or the grilling category in general.
Apply now

Spark is a venture-backed startup with a team of A-players who come together every day to meet our ambitious goal of disrupting a stale industry. We are looking for a Head of Customer Experience to join our 16 person (and growing) team. Our ideal candidate has a background in customer support and operations, experience working on cross-functional teams, enthusiasm for rolling up her sleeves, the ability to build and scale a team, and a contagious customer focus. 

This position will be a guiding force in ensuring our customers love Spark, partnering across marketing and ops to set up the right processes, broadcasting insights from the front lines through the company, and building a team and culture to scale. The work will require a humble and hard-working attitude, curiosity and adaptability in a rapidly evolving environment, empathy and enthusiasm for customers. 

RESPONSIBILITIES

  • Deliver firsthand amazing customer support right away.
  • Be our first support person. Pack boxes, pick up ringing phones, manage inboxes.
  • Architect the processes, systems, and protocols we need to ensure operational excellence from day 1.  Improve and evolve them constantly.  
  • Articulate and evangelize the culture and philosophy driving our interactions.  Define and drive a clear mission and strategy for turning customers into promoters. 
  • Recruit, hire, and mentor people that will grow and strengthen a customer centric culture.
  • Manage specific customer requests, but don’t get lost in the weeds. Have the ability to pluck out larger insights and trends that can inform product, engineering, marketing and more.
  • Keep accurate records and document customer service actions and discussions.
  • Set tangible, actionable KPIs across customer happiness, speed, quality, and our own team’s capacity. 
  • Anticipate where problem areas will emerge and proactively solve problems before things break. 
  • Be purposeful with interactions, bringing positive energy, thoughtfulness and empathy in order to inspire loyalty and referral.
  • Help make Spark an industry leader, known for having friendly, fast, and easy service as well as having a constant customer focus. 

QUALIFICATIONS

  • Ability to speak a little bit of every language in the office, including mechanical and software engineering. 
  • Cross functional focus to avoid customer insights staying siloed. 
  • Excellent written and oral communication skills.
  • Ability to hire and inspire an amazing team. 

COMPENSATION, BENEFITS & PERKS

  • Generous equity package in a venture-backed startup.
  • Market based compensation.
  • A fun team environment, located right next door to the Rayback.
  • Plenty of room for professional growth as part of a small but growing team.

ABOUT SPARK

We’re applying engineering, design, technology, and, above all, fresh thinking to reimagine the modern grilling experience. Wait what? Grilling is an American pastime. It’s part of our social fabric. Why change something that’s not broken? 

We believe parts of the experience and category are broken or stale. Even what’s working can be improved – but we can’t ruin what people already love. That’s a tough balance to strike. But we believe there’s a huge opportunity. 

Spark combines the artisanship of the pre-gas era with the technology of today to give cooks the authenticity, taste and character of charcoal without all the hassle. 

Read Full Job Description
To apply, please send your resume and cover letter to [email protected] with the subject “Head of Customer Experience.” Include a couple of thoughts telling us what you love about grilling or cooking, plus what you think could be improved or what could use some fresh thinking about the grilling experience or the grilling category in general.
Apply now
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • FirebaseDatabases
    • Google Cloud StorageDatabases
    • SolidWorksDesign
    • AsanaManagement
    • InstaganttManagement
    • StreakCRM

Location

We're located right next door to The Rayback in Boulder and frequently take advantage of the food trucks and community space for lunches and events.

An Insider's view of Spark Grills

How would you describe the company’s work-life balance?

Spark has the best work-life balance of any company I've worked for. Our CEO has made it a clear priority and we all work together to support each other in taking time off as well as getting work done efficiently during the day so we all get home on time. The small team atmosphere has helped cultivate this attitude well.

Maggie

Mechanical Engineer

What projects are you most excited about?

With my passion for the outdoors, cooking, and engineering it’s tough not to be thrilled about the perfect intersection of all those interests! I am currently working on the design of the grill which allows it to perform its function in a unique way. It is really cool to have so much input in such an integral part of the grill.

Lukas

Mechanical Engineer

How does the company support your career growth?

I’ve never before worked at a company that provides both room for creative expansion and targeted growth checkpoints quite like Spark Grills does. The culture, which is undoubtedly the product of the caliber of individuals that make up Spark’s team, offers me the daily opportunity to expand my perspectives and skill sets.

Doug

Software Engineer

How do you empower your team to be more creative?

I am a firm believer in hiring great people and giving them the context they need to make their own decisions. By having frequent all-team design reviews we are able to re-align on any differences of opinion, and get new perspectives. I am proud of the many times we have been able to work through a difficult problem as a group in a creative way.

Steve

Director of Engineering

What's something quirky about your company?

A spirited debate is both encouraged and enjoyable. It’s easy at Spark to become invested in the project and team which creates an environment full of admiration, mutual respect, and a desire to challenge and push each other. Even a difficult debate can be enjoyable because we’re all caring of our coworkers and we're fighting towards the same goal.

Jess

Recruiting & HR

What are Spark Grills Perks + Benefits

Spark Grills Benefits Overview

As a pre-revenue startup, we understand that our benefits are on the light side compared to other companies. Currently we offer health insurance and a flexible time off policy (a real one where we push team members to take enough time away). For the right person, Spark's benefits are more on the intangible side. Spark is a place where you can work with other talented and capable individuals and challenge yourself to tackle new things within a supportive and collaborative team.

Culture
Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Semi-annually.
Some Meals Provided
Professional Development Benefits
Cross functional training encouraged
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To apply, please send your resume and cover letter to [email protected] with the subject “Head of Customer Experience.” Include a couple of thoughts telling us what you love about grilling or cooking, plus what you think could be improved or what could use some fresh thinking about the grilling experience or the grilling category in general.
Apply now
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