Associate Manager, Customer Advocacy & Customer Service Adjustments

The Associate Manager for Customer Advocacy & Customer Service Adjustments is a high impact role that will convert operational findings into wins for our customer.  In this role you will be a customer advocate & an educator that operationalizes customer requests and pain points for product offerings from  Touch of Modern. You will also drive the design and execution of our CSA program & Fraud prevention programs.  This position plays a crucial part within the overall online customer experience the company offers.

This is a salaried position at San Francisco headquarters that requires a flexible schedule as determined by the Touch of Modern sales event calendar. This position reports to the Director, Customer Service.


What you get to do every day:

  • Roll up findings from product facing channels cross-functionally for maximum impact, including but not limited to Customer Service adjustments, Self-Service Help Center, customer surveys, pro-active mass order updates, and special projects (Product FAQ’s, NPS credit workflows and similar).
  • Customer Service Adjustments include all refunds, credits and cancellations due to customer requests, operational issues and fraud.
  • Design and execute the CSA program.  Ensure CSA program meets both the objectives of the company and customer satisfaction
  • Drive monthly CSA review meeting with cross-functional partners and clearly communicate action required by each partner
  • Design and execute the fraud prevention program
  • Includes building out our charge back program
  • Resolve issues with product offerings by routing requests and driving permanent change with the correct resources/departments.
  • Differentiate the customer experience with superior product pages to ensure the customer can seamlessly make purchase without a pre-sales inquiry.
  • Deliver thoughtful & strategic insights regarding customer needs to different teams within the company.
  • Communicate persuasively with internal logistics teams to resolve competing agendas.

What you bring to the role:

  • Solid foundation manipulating Google Sheets
  • Enjoy presenting and winning persuasively.
  • Ability to work effectively independently
  • Highly detail oriented with exceptional writing skills
  • An approachable style with a personal touch
  • No such thing as a stupid question attitude
  • Roll-up-your-sleeves attitude
  • Quick to learn & desire to be a team player
  • Working knowledge of SQL a big plus+
  • Experience with FIFO (first-in first-out) customer service a plus

Touch of Modern is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


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