Supervisor, Customer Experience

Chicago, IL, United States

**Supervisor, Customer Experience**

at Jiobit Chicago, Illinois, United States ***Jiobit will only consider applicants who are located / domiciled in the U.S.***

*---*

****The Role.****

At Jiobit, we have an amazing team of CX reps. Theyre funny, kind, sharp, and a little bit obsessed with the voice of the customer. They share feel-good stories of our product when things are at their best, and keep their wits about them when its time to solve the most challenging problems. And at the rate at which were growing, we feel like its time to add another seat at the table.

Thats where you come in.

Were looking for a Customer Experience Supervisor to wrangle the day-to-day operations of our US-based remote team of representatives. If youre interested in leading a whip-smart CX team while becoming a confident product expert, wed love to meet you.

The ideal candidate is an experienced people leader who is hands-on, performance-oriented, and really into the data. You thrive in a fast-paced environment and keep your cool while the walls are on fire. You consider adaptability one of your strong suits. Bonus points if you consider yourself a trivia masterwe like to have fun sometimes.

**What youll do:**

* Directly supervise a team of 10 US-based remote Customer Experience Representatives

* Conduct monthly business reviews that outline the KPI performance of your team, including Quality Assurance, CSAT, and Productivity ratings

* Be responsible for coaching, development, and performance management of team members, through weekly team meetings and monthly one-on-ones

* Be responsible for addressing and resolving team frustrations or concerns in close partnership with the Manager and VP of Customer Experience

* Identify trends in customer tickets, customer feedback, opportunity for process and product improvement, and any other operational insights that can improve the business

* Plan and lead meetings to communicate updates or ongoing learning opportunities

* Build out and maintain internal knowledge base

* Handle escalated customer tickets and take the lead on difficult scenarios

* Stay present and available for your team; this includes answering questions and providing real-time feedback via Slack, Zendesk, and Google Hangouts

**What youll need:**

* 2+ years experience managing teams of customer facing roles

* 3-5 years of experience within a customer facing role

* Familiarity with troubleshooting of a device and mobile app development

* Energy and passion to support the team, the mission, and our customers

* Friendly, helpful, & professional communication style through phone and email

* Strong organizational skills with ability to prioritize and reliable follow-through

* Tech savviness with the ability to troubleshoot and problem solve

* A passion for technology or experience in the tech industry is a plus

* Start-up experience is a plus

* Zendesk experience is a plus

* College degree required

**Compensation:**

Total compensation between $52,500 - $62,500 (location and experience-dependent) for new team members, with performance and milestone-driven adjustments

**About Jiobit:**

Jiobit provides families a comprehensive location-aware safety solution that is accurate, secure, reliable and real-time. Our solution combines a discreet wearable called the Jiobit Smart Tag, with mobile-based software services, combined with patented location technology.

Our location monitoring and smart notification services are perfect for younger children, pets, seniors, and any loved one prone to wander. Featuring a host of encryption and security technologies, Jiobit is trusted by thousands of caregivers and families with usage in every populated continent in the world.

We believe that caregivers should have a single source of helpful information to guide growth, reduce stress, and move forward with ease. Everything we doand everyone who works at Jiobitis centered around this mission: provide the right information at the right time to the right people.

Jiobit has won Editor's Choice Awards with Wired Magazine, PCMag, Baby List, and Tom's Guide, to name a few. Jiobit has offices in Chicago and Silicon Valley. With a recent by San Francisco-based Life360, we are positioning the business for rapid growth.

**Why you want to work with us:**

We like people who take risks, big and small. At Jiobit, were motivated every day because we do meaningful work that solves real problems for our customers. We support one another in our current roles and career aspirations, encouraging each other to learn new skills and dive deeper into our expertise.

We believe people work best when they are given the freedom and resources they need to work the way they were meant to. We hold ourselves to high standards, but we also dont take ourselves too seriously.

We have seen the first-hand results of what it looks like to work together toward a common goal. Were only interested in building a team that can work together, play together, and build things together.

**What youll get:**

* Unlimited PTO to juggle your professional and personal lives with MTO - Minimum Time Off of 3 weeks

* Flexible work hours and location (option to work from our downtown Chicago office, hybrid in office/WFH)

* Medical, dental, vision insurance (including 50% contribution for dependents)

* Paid holidays

* Short-term / Long-term Disability offered

* 401(k)

* Competitive Stock Equity Packages

**Applying:**

Here at Jiobit we understand that professional experience can be developed in many ways. If you have relevant skills that dont show up on your resume, we welcome your candidacy and ask you to share more in an optional cover letter. If your resume doesn't perfectly match these requirements, we'd still strongly encourage you to apply.

*We are an equal opportunity employer and value diversity at Jiobit. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.*

***Return back to to view our other roles and an overview of our benefits and perks.***

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Jiobits Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.

#J-18808-Ljbffr