Customer Experience Manager

Brisbane, California, United States Full-time Allows remote

About Yerdle Recommerce

Yerdle is a mission-driven company that has been called a “sharing economy powerhouse” by Fortune magazine for its innovative approach to recommerce.  We are at the forefront of creating the circular economy by partnering with the world's leading brands to make it easy for them to buy back and resell their items.

Traditional commerce models are tailored to handle large quantities of individual SKUs, but our white-label technology and logistics are specially built to receive, evaluate, photograph, post and fulfill one-of-a-kind items for the secondary market. Resale is a revenue and customer engagement opportunity growing at 5 times the rate of e-commerce and 25 times the rate of traditional retail.  Not only is it good business, it’s essential for the planet.

We’ve recently launched resale marketplaces Patagonia Worn Wear, REI Used Gear, Eileen Fisher Renew, Taylor Stitch Restitch, and Arc’teryx Rock Solid with a strong pipeline of brands eager to participate in the circular economy.  

 

About the Customer Experience Manager

Yerdle Recommerce is seeking a talented Customer Experience Manager to lead our customer experience team to the next level. Yerdle has a growing portfolio of top brands that our team supports to deliver the best and most brand-aligned experience possible for their unique recommerce businesses.  

As the most senior customer expert at Yerdle, your goal is to make our customers successful and empower your team to delight them. You’ll have the opportunity to interface with our partners as the customer representative for our recommerce programs. As a white-label service provider, Yerdle strives for a seamless customer experience between the partner’s primary service offering and the one we support. You’ll be responsible for building interaction models across each partner in accordance with their unique style. You’ll work cross-functionally to share and improve the customer experience. And of course, you’ll have full ownership over the growth and development of your team.

 

Responsibilities

  • Develop strategies to expand our reach, impact, and quality of customer experience
  • Create new capabilities by working with Product Development to build upon our custom tool set, or acquire new software from outside vendors
  • Act as the communications conduit between Yerdle and each of our partner customer teams
  • Proactively manage customer experience by representing the customer’s voice in Operations and Product Development
  • Recruit, train, coach, and guide a small, but powerful customer experience team
  • Develop and drive KPIs for service levels and quality across partners
  • Effectively analyze and communicate customer feedback and experiences to Product Managers, Operations Managers, the Senior Leadership Team, and the company at large
  • Lead by example during interactions with customers, handling escalated inquiries, and helping the team accomplish KPIs

 

Qualifications

  • Experience building and leading a team
  • Startup veteran through periods of rapid growth
  • A fast learner with great attention to detail
  • Expert in Zendesk or similar CRM
  • Excellent problem-solving skills
  • Strong written communicator, concise and clear 

 

Our warehouse/office is located in Brisbane, CA -- two miles south of San Francisco -- and preference will be given to candidaes that can work onsite at least one day per week. 

Yerdle is proud to be an equal opportunity company and is an affirmative action employer. We believe that diversity and gender balance will help us reach our potential. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.  We will consider qualified applicants with arrest and conviction records for employment.