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Senior Manager of Customer Experience

| Greater Denver Area
Denver, CO - We are Artifact Uprising, a growth company focused on superior quality, technology and elevated design. We are redefining the way a new generation of consumer brings their photos off their device and into their life. Our products have been featured and used by Oprah, Brene Brown, Joy Cho, Goop, Vogue and In Style. But we are just getting started. We attribute our success to a workplace that empowers its people to tackle tough problems, move fast and think outside of the box. Through this, we foster a company culture that is always growing, always reaching, and always looking to see things differently.
We are searching for a Senior Manager of Customer Experience who can help take us to the next level of superior service. If this role is for you, you’ve dreamed of the opportunity to roll up your sleeves and take a profitable, growing company to the next level of scale by creating a concierge experience from end to end to turn shoppers into lifetime advocates for the brand. Operational inefficiencies drive you crazy, and you are always hunting the latest tool, process or training that can make your team faster and more efficient. You take pride in the quality of service and areas you can go above and beyond. You are innovative, and you love to find creative ways to reduce response times and connect with the customer through multiple channels. You believe that every interaction with a customer should have them so blown away they want to tell the world that they would never shop anywhere else.

The Day-to-Day

  • Oversee and lead our growing Customer Experience (CX) team that provides support through email, phone, chat, and social support.
  • Coach and manage Team Leads through weekly reports and provide direction for improvement to ensure team exceeds weekly, monthly, and quarterly KPIs.
  • Track and report on quarterly KPIs.
  • Serves as first point of escalation for customer and technical issues.
  • Integrate automations across CX department while maintaining human customer connection.
  • Continuously identify opportunities to improve CX efficiencies and levels of support - all the while striving for a high touch ,white glove experience.
  • Collaborate cross-functionally with stakeholders (Engineering, Product, Marketing, Physical Product) to ensure customer experience cohesiveness across the company.

Qualifications

  • 5-7 years experience leading CX teams, preferably for a high growth start -up
  • Experienced success in transforming and evolving the CX team for scale
  • Deep passion for overall customer experience with proven track record of driving results
  • Proven experience leading and inspiring teams to do their best work
  • Natural curiosity for understanding daily metrics and quantifying results
  • An ability to blend both quantitative with qualitative data to drive insights
  • Attention to detail for efficient and effective communication externally and internally
  • Ability to coordinate cross-functionally with internal teams

Nice to Haves

  • Zendesk Experience/Knowledge

Artifact Uprising® creates tangible photo books, prints, and gifts for digital photos. Founded in 2012, the company is driven by a mission to move stories “Off your device, into your life.™” Signature products include premium quality photo books whose interior pages are printed on 100% recycled paper and a collection of wooden products handcrafted with mountain beetle pine.
 
Job Perks
Health, vision and dental insurance for families, flexible vacation policy, gym reimbursement, commuter benefits and 401(k) match
 
Why Artifact Uprising?
 
Creative Freedom
We value the creative process and look to our employees to speak into Artifact Uprising products, identity and approach – regardless of position or title. We look for driven people who demonstrate initiative to take the company to the next level.
 
The Working Life
We strive to create a workplace where everyone works hard but also has the flexibility and balance to enjoy life outside of the office.
 
It Won’t Be Boring
We are a small company with big ideas - and we recognize it will take every last one of us to reinvent the way brands approach business. We believe a good workplace empowers its team to rise to new challenges, expand their skill sets and think outside of the box. Through this, we foster a company culture that is always growing, always reaching, and always looking to see things differently.
 
Interested in this position?
Tell us why you want to work at Artifact Uprising and what we should know about you.

Read Full Job Description

Location

We are located in the Enterprise Co-working space which sits in the RiNO neighborhood and is surrounded by restaurants, bars and coffee shops.

An Insider's view of Artifact Uprising

What’s the vibe like in the office?

"Our team at Artifact Uprising is made up of bright individuals who connect over big cups of coffee and dream forward together. We celebrate our failures and learnings, continually championing one another to grow in our roles, all while making fun a high priority. We are a small but mighty company that values stories, connection, and innovation."

Shannon

Customer Experience Coordinator

How has your career grown since starting at the company?

I was looking for a change when I found Artifact Uprising and jumped on board as a seasonal holiday employee. Since then, I’ve had the pleasure to grow with the company on our Customer Experience Team and more recently on our People Operations Team.

Alex

Office Manager

How do you empower your team to be more creative?

By encouraging them to find inspiration outside of the 4 walls of our office. We aim to be conscious observers of what’s happening in other visual areas: fashion, interior design, illustration, fine art, etc, to reinvigorate our creative energy.

Emily

Creative Director

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

We're motivated by creating moving experiences & quality products that become a meaningful part of our customers’ lives. To make this a reality, it takes dedication and many heads-down hours.

We also know that inspiration can't always be found at our desks - so we're encouraged to live the kind of lives that fill us up and create clarity to return

Laura

Brand Director

What are Artifact Uprising Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Can contribute up to the annual IRS limit.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive 32 hours per year of paid volunteer time.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Online course subscriptions available
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