Head of Customer Operations and Engagement

Job description

Perch is disrupting the $270B Amazon 3rd party seller marketplace by becoming the first technology-based scale operator of top ecommerce microbrands. We acquire successful, profitable businesses that sell top-ranked products and have differentiated customer feedback. The Perch platform integrates those businesses into a scale operating company and accelerates the products to the next level of sales and profitability. We are a key resource for entrepreneurs who want liquidity and a key partner for Amazon (and other retail channels) who offers exceptional products, great customer service, and a great value.
Critical to our growth ambitions is a customer engagement strategy that enables us to receive and action their feedback, solve their problems, and to deliver a positive experience that makes them want to share it. We are looking for a talented and driven person to develop, implement, and optimize our customer engagement playbook.

Responsibilities

As part of our operations team, you will be responsible for driving customer engagement with feedback mechanisms, analyzing that feedback, and driving cross functional action plans to improve it. You will also own customer issue resolution, striving to understand and reduce the drivers of negative customer experiences.

  • Create and implement a standardized approach to managing our inbound customer communications
  • Optimize our outbound customer communications to increase customer engagement and brand engagement.
  • Execute root cause analysis and implement action plans to understand and reduce customer issues.
  • Drive cross functional initiatives across our operations organization to create positive changes for our customers.
  • Collect feedback and define product innovations to ensure that we are considering the feedback from our customers in our products.
  • Manage our off-shore frontline engagement teams.
  • As required, help to interview, hire, and coach those around you

Job requirements

About You:

We are looking for an entrepreneurial and driven professional to help lead the buildout of our customer support program. The ideal candidate will have several years of prior experience analyzing data, deriving insights, and implementing action plans to improve performance indicators. They will be driven, attentive to detail, organized, and collaborative.

About Us:

Perch is one of the fastest growing eCommerce companies in Boston. Perch acquires and develops great ecommerce brands. We are backed by amazing investors (Spark Capital, Tectonic Ventures, and Boston Seed). Our team has deep expertise in ecommerce, technology, and M&A. We are disrupting one of the largest and most exciting spaces of ecommerce and are building an industry-shaping platform.

Perch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin,
veteran or disability status.