Leader of Customer Care Team

Posted May 6

Who we are:

Eterneva is a venture-backed ashes-to-diamonds company that is bringing brightness and meaning to loss by delivering an experience that unlocks a positive way forward. Grounded in a clear purpose, we are built on the belief that when a loved one is lost we should not have to “move on,” we should be able to move forward with them. Through a compassionate, healing and participatory 12-15 month process, Eterneva makes remarkable diamonds that are as unique as the stories, people and pets behind them.

Eterneva is building the first modern brand in end-of-life that's reimaging the experience around loss. It's an exciting time to get on the ground floor of a growing startup and support operationally scaling an intricate and special customer experience.

About this Role:

The Eterneva difference lies in the personal, dedicated experience that we provide our customers at every stage of their journey with us, and our dedicated Care Team sits at the core of this. While our product is Diamond creation, what we offer our customers is so much more than this, and it is the Care Team that spends the majority of their time with them to truly get to know the person behind the Diamond.

Serving as the leader and manager over Customer Care, you have a strong background in providing above-and-beyond customer service, and have the operational chops, passion, and grit to build out a Care Team department that creates raving fans with customers. You love coaching, training, and developing your team, and thrive as a player/coach that gets in the trenches with them. For our customers, you are someone who is caring, patient and empathetic, with a genuine interest in human stories.

You are a great problem-solver and have an operational mind for creating systems and process to scale. You create a culture of optimism and collaboration, and enjoy partnering with cross-functional departments like Sales and Operations to resolve issues and ensure customers have an amazing experience.

Key Responsibilities of this Role:

  • Manage and grow our Customer Care Team (currently 5 team members) and build out our Care Team department
  • Create raving fans with your team and with our customers
  • Set performance targets, track progress, hold accountable and support your team in reaching their targets
  • Implement and execute training programs, and providing ongoing coaching to ensure your team has the skills and knowledge to perform their roles effectively
  • Think on top of the department to define and implement process, systems, and streamlined workflows f
  • Monitor customer feedback and work with the team to improve the quality of service provided
  • When required, handle customer escalation calls to achieve a positive resolution for the customer in a timely fashion
  • Collaborate cross-functionally with other internal departments to find efficiencies and ensure a smooth customer experience
  • Develop and implement strategies to help fuel customer engagement and loyalty
  • Maintain accurate records of customer interactions, complaints, and resolutions
  • Ensure that the team follows company policies and procedures and meets all relevant regulatory requirements
  • Manage budgets and resources to ensure efficient and effective operations of the team
  • Champion new innovative ideas on how we can continue to improve our customer's experience and journey

What we are Looking for:

  • An inspiring leader that can keep their team motivated - You are able to set clear goals, communicate expectations effectively, and provide guidance and support when needed
  • Someone that is empathetic and comfortable speaking with someone who's grieving - this role will get deeply personal at times, and tears are not out of the ordinary
  • An optimistic mindset that is capable of objection handling, de-escalating issues, and having difficult conversations
  • A relationship builder - this is a unique business where you'll most likely end up being great friends for years after their diamond is complete!
  • Someone that is proactive and willing to be our customer's advocate internally - our Care Team serves as the voice for our customers, working with other departments to make their experience incredible
  • Be an advocate for the Care Team members mental wellbeing - the nature of our work can be heavy, so it is important that the team are given the proper support to mitigate compassion fatigue
  • Highly organized and detail oriented - You will obsess over getting accurate information from all available sources so the Diamond experience is as smooth as can be, and be able to use data to make informed decisions and develop effective strategies.
  • Excellent written and verbal communication skills
  • Proficiency in G-Suite software (gmail, docs, sheets)
  • Knowledge of Salesforce or any other CRM software is critical.

Prior Experience that would be a major plus for this role:

  • Experience working in a high-touch customer service role
  • Any training in forms of mental health and/or grief management

What we Offer:

  • Competitive PTO + holidays to enjoy balance
  • Health benefits – Medical (100% paid for employees), Dental, Vision and Life Insurance
  • Equity

Eterneva is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. 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. Eterneva does not currently sponsor applicants for work visas

To Apply:

1. Take our required hiring survey: https://go.apply.ci/p/M7dHObQkYpVIOtrLv

2. Show us you're serious by recording a 2-3 min video sharing what about this opportunity excites / resonates with you, and why you're uniquely qualified for it!