Customer Happiness Manager (Remote)

We are looking for a customer-obsessed and results-driven Customer Happiness Manager. This person is laser-focused on delivering the best customer experience, going above and beyond for GrowFlow customers, their team, their peers, and the company.

The mission of the Customer Happiness Manager is to continue to build an efficient and thoroughly-educated team to bring daily success and “wow” experiences to our customers. They are the leader of a group of highly capable professionals and sees their team’s and their customer’s personal and professional success as their number one priority.

An A-Player for a Customer Happiness Manager is someone who daily embodies a passion for envisioning and creating a culture of delivering happiness through customer-centric experiences. They drive success, retention, and lifetime value with GrowFlow customers by maintaining a high standard measured by key metrics. This opportunity is for someone who is customer-focused, detail-oriented, a great listener, organized, disciplined, and who has a strong desire to grow professionally.

Responsibilities

Your Mission & Responsibilities:

Day-to-day personnel management.

Jira ticketing management and resolution metrics.

Creative problem solving around complex company goals.

Maintain quality and effectiveness of help desk software.

Responsible for maintenance of team metrics and development of new metrics to track team success.

Use metrics to forecast, plan, and manage team resources.

Maintain quality and efficiency of departmental tools, software, and documentation.

Collaborate cross-departmentally to resolve customer escalations.

Cross-departmental creation and execution of policies and processes.

Proactive problem-solving on capacity management with company growth.

Advocate for improvement in tools, processes, based on need.

Responsible for maintaining department budget.

Maintain and continue to grow team culture.

Management of external training team and their key metrics.

Management of internal training program.

For additional information, please see our post on our careers page at: https://www.growflow.com/careers

Physical Requirements

No description provided.

Working Environment

Other Details. We are a fully remote company and this position will be remote. We are currently only hiring within the United States and Canada. We are looking for someone who is ready to join us full-time after a brief trial period (all our employees do this). We offer health benefits, 401k, unlimited time off, charity matching, and other cool perks.  We are offering an annual starting salary of between $40,000 - $45,000 USD.

Experience

See if you fit our requirements.

For this role, we are looking for someone with the following characteristics:

5+ years experience in customer support

2+ years experience in cannabis on the license, regulatory, or cannabis SaaS

4+ years leadership experience

Familiarity with working in “startup” style product environments 

Obsessed with delivering the best customer experience

Excellent time management, organizational, problem-solving, and leadership skills

Ability to own and deliver departmental KPIs

Extreme attention to detail and commitment to accuracy and quality

Excellence in customer education and delivering a quality educational experience

Familiarity with Intercom, Zendesk, Slack, Confluence, and Hubspot

Ability to pass a background check; have appropriate work authorization

Education

No description provided.

About GrowFlow

GrowFlow is a fast-growing compliance, supply chain management, and point-of-sales software company based out of Seattle, Washington. We serve a number of fast-growing cannabis jurisdictions and provide traceability solutions for all license types.




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