Head of Customer Experience

| Greater Boulder Area
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Spark is a venture-backed startup with the ambitious goal of disrupting a stale industry. We are looking for a Head of Customer Experience to join our 25 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 their 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. You will partner across marketing and ops to set up the right processes, broadcast insights from the front lines through the company, and build a team and culture to scale. The work will require a humble and hard-working attitude, curiosity and adaptability in a rapidly evolving environment, as well as empathy and enthusiasm for customers. 

RESPONSIBILITIES

  • Deliver firsthand amazing customer support to start, and build a team and culture as we scale.
    • 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.
  • Understand who our customers are, what drives them, how to engage with them and what their pain points are – whether they’re a pro-level grilling diehard or a home chef who’s new to grilling.
    • 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.
  • Understand the full customer journey and design a process for measuring customer experience. 
    • 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 a model representative for our company and brand
    • Be purposeful with interactions, bringing positive energy, thoughtfulness and empathy in order to inspire loyalty and referral.
    • Our brand is nothing more than the interactions we have with our customers. Work closely with Marketing to create alignment and solidify Spark as a beloved brand to our customers.
  • 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.
  • Comprehensive benefit options with a Spark contribution to health, vision, and dental insurance.
  • Flexible scheduling and PTO policies.
  • A fun team environment where we value spending time cooking together.
  • 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.


*No Recruiters Please* 

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Location

6837 Winchester Circle, Boulder, CO 80301

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