Hoft Home Hiring for Customer Success Manager at Surrey, BC Full Time

About the Role

Hoft Home is on the verge of considerable growth and needs a customer-centric Customer Success Manager on the team to not only shape the customer experience but also contribute to building out Hoft Home’s Customer Success team and practice. Reporting to our COO, this role will be critical in ensuring Hoft Home customers are fully onboarded and getting the most value out of our brand.

As Customer Success Manager, you will be front and center with our customers. In this critical front-line role, you will be tasked with providing general support for customers involving things like store policy, shipping lead times, general product knowledge, brand information, etc. through multiple channels including inbound and outbound phone calls, emails and live chats. You’ll establish trust quickly, listen intently, and empathize with the complex, unique, and sometimes customized needs of our customers. You’ll join our Customer Success Team to start, and will collaborate with our COO to determine how to structure and scale the overall Customer Success organization. If you’re looking for a role with growth potential, this is the opportunity for you!

Location: You will be required to work on location in your own office.

Requirements: Please ensure your application includes a resume. There is also a preference for those who have experience in the furniture space or has an entrepreneurial curiosity or experience.

About You
The Customer Success Manager role might be a good fit for you if:

• You’re excited about the opportunity to support a fast-growing online startup and use customer success as a key lever of growth for the business

• Extensive experience providing exceptional customer service in a contact center, retail or service environment.

• Motivated to meet personal and team sales goals and help contribute to the growth of the company.

• Proficiency with technology paired with excellent typing skills.

• Have strong reading, writing and communication skills.

• You are able to analyze data, utilize problem-solving skills, and recommend solutions

• Able to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment

• You’ve helped scale early-stage enterprise startup customer success organizations successfully

• You’re a natural problem solver – you’re constantly trying to optimize all situations

• You’re humble, teachable, and eager to learn

• You thrive in a dynamic, fast-paced environment

• You love to communicate – you have an innate ability to establish high levels of trust with customers

• Looking for a challenging yet rewarding job opportunity, to further enhance your business acumen as well as personal growth.

Benefits
We believe in an “Ownership Mindset” where you’ll be given autonomy and the ability to own your work.

• At Hoft Home, there will be lots of opportunities for personal and professional growth. We believe in developing, investing, and promoting from within.
• Discounts on our products so you can experience first-hand why our customers love Hoft Home
• Working together with driven entrepreneurs and entrepreneurial talent who truly strive to make a difference
• Casual and open work environment

About Hoft Home:

Hoft Home is an e-commerce company that sells modern & Scandinavian style furniture. Our mission is to provide furniture pieces that implement innovative designs while upholding our meticulous standards in quality. We’re proud to produce collections of furniture that can be the long-lasting timepiece for Canadians to enjoy for generations

Job Type: Full-time

Salary: $20.00-$23.00 per hour

Benefits:

• Casual dress
• Discounted or free food
• On-site parking
• Paid time off
• Store discount

Schedule:

• 8 hour shift

Application question(s):

• Organized

Language:

• English (required)