Customer Service Manager

  • $60,000.00 - $75,000.00/year
  • About Core

    At Core, we believe in taking an active and intentional approach to building your inner strength. Our first product, the Core meditation trainer, launched January 6th, and won a 2020 CES Innovation Award. It is the most immersive meditation experience: combining an app, a handheld device, biofeedback and fresh, updated content from our new Core Studio in downtown San Francisco. Our product is quickly selling out, and our beta organically attracted engagements with a Grammy-winning artist, NFL and PGA Tour athletes, Lululemon, Saks 5th Ave, and more. 

    This individual will be responsible for providing outstanding customer support from initial inquiry through the post-purchase experience while representing Core’s brand and communicating our story, values and voice. It is a unique opportunity to experience and learn multiple facets of our business from shipping and logistics to product design and meditation creation. This is a crucial role that creates a vital frontline connection to our customer through social, email and live chat. If you love to make people happy, problem solve, go above and beyond, and have a love of learning and adapting to change then we’d love to hear from you!

    Founded in 2016, Core is backed by Spero Venture Capital, Corigin, Bose Corporation, Stanford-StartX, and Bullish. This position is a full-time role in our headquarters at South Park in San Francisco. 

    You Are:
    • Organized and self-motivated: Able to efficiently manage the day to day tactical requirements of answering customer questions and solving issues across a number of platforms
    • Customer-centric: Analytical, intuitive, and a good listener, you will immerse yourself in our product, seeking to get to the root of issues and share customer feedback with the Core team to improve our products
    • Friendly and a team-player: Excited about the opportunity to build Core’s first customer support team
    • Creative and flexible: Comfortable learning and creating new content and tools that will help make the experience better
    • Trustworthy: Confident meeting metrics independently with the highest level of integrity
    • A Player & Coach: Able to do the work as well as inspire and hold others accountable for doing their role

    You Will:
    • Deliver an extraordinary on-brand experience responding to a high volume of questions coming over email, social and chat --incorporating the Core voice in your communication
    • Troubleshoot and guide customers through Core Meditation Trainer and mobile app usage
    • Problem solve logistics issues, and process returns and exchanges through our online platform
    • Create and update user guides, FAQs, and How-To videos
    • Become a product expert by understanding the development and production of our app and device
    • Develop a strong understanding of our internal technology systems (logistics, shipping, return center etc.) to solve customer problems
    • Identify and communicate system issues to our QA and Development teams
    • Collaborate with team members across Marketing, Product, and Engineering functions to help build the next best versions of Core
    • Practice time management according to tasks at hand
    • Meet customer satisfaction, efficiency metrics and issue resolution targets
    • Identify and implement opportunities to improve our customer service experience 
    • Support the growth and success of the Core Customer Support team, hiring and directly managing remote and outsourced team members

    Skills & Qualifications:
    • Strong customer service focus, ideally in a direct-to-consumer, customer service role for a consumer or consumer-electronics brand
    • 3-5 years professional experience, ideally with some direct management experience
    • Excellent writing skills
    • Highly results-driven and very attentive to details
    • Strong collaborative attitude
    • Technically-savvy and capable of learning and using the Core app and online customer order and support tools
    • Experience with Zendesk strongly preferred

    What We Offer:
    • Core Meditation Trainer and app subscription
    • A strong, inclusive culture
    • Medical, Dental, & Vision
    • In San Francisco, regular social events, including happy hours, lunch & learns, company off-sites

    Core is growing quickly and looking for great people to join the team. We are an equal opportunity employer who believes a diverse team is better at tackling complex problems and coming up with innovative solutions. We are one of the few tech companies with a female CEO and 50% of our engineering team is made up of women — well above the industry norm. You’ll work with people of every shape, color, ethnicity and creed. If you are looking to join a team of innovators and trail blazers who value diversity of thought and experience, then Core is a great choice for you. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, genetics, marital status, veteran status, or disability status.

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