Wanted: Customer Experience & Product Success Team Lead

Are you looking for the chance to make a positive impact on the planet? Do you have a passion for exceptional service and the ability to wow customers? If so, we’re looking for you!

You:

• Are really interested in electric vehicles
• Appreciate a good debate even with your boss
• Figure out how to fix it instead of who is to blame.
• Aren't afraid to jump into the deep end.
• Are excited about building empowered teams.
• Have pulled recyclables out of the trash.

We:

• Believe we do not inherit the earth from our ancestors; we borrow it from our children.
• Work to protect and restore the environment.
• Aren't afraid to make mistakes as long as we learn.
• Care more about your values and intelligence than your experience.
• Are committed to creating team dynamics that create empowerment vs. entitlement

Our Core Values

1. Commit to a culture that builds a strong COMMUNITY.
2. Foster CREATIVITY to inspire fresh innovation.
3. Embrace COURAGE by taking action despite uncertainty.
4. Live with Awareness and CONSCIOUSNESS of our choices.

The Opportunity:

As the Product Onboarding & Success Team Lead, you will play a pivotal role in optimizing Lomi owners' onboarding and product education to drive greater satisfaction and product love. You will be responsible for collecting, maintaining, and sharing product information based on qualitative feedback and quantitative data. This role will require you to work cross-functionally with the Product, Digital Experience, and Engineering teams, applying the product knowledge and feedback that you receive to create reports that support the strategic direction of the department and larger organizational goals.

You will oversee and lead a team of customer support specialists while providing ongoing product knowledge training to the entire department to ensure agent response accuracy and customer satisfaction. This includes educating customers on the sustainability features of our products, services, and vision. Your leadership will be instrumental in aligning customer experiences with our commitment to environmental stewardship, creating a positive ripple effect that extends beyond the customer interaction to contribute to our BHAG (Big Hairy Audacious Goal). Join us in creating a meaningful, lasting impact on the planet while delivering genuine, elevated customer experiences!

The Responsibilities:

Team Leadership

• Provide leadership and guidance to a team of CX Support Specialists, fostering a culture of going above and beyond to create outstanding customer experiences.
• Conduct regular performance reviews to support professional development and growth while championing your team’s successes.
• Collaborate with the CX Manager to create and implement product training and knowledge sessions as needed and/or required.
• Take ownership of both positive and negative customer experiences that require support/assistance via escalation processes.

Team Development & Accountability

• Develop innovative approaches to enhance the troubleshooting proficiency and product knowledge of the team.
• Work alongside the other Customer Success Leads to implement departmental strategies to meet departmental targets, financial targets, and growth objectives.
• Maintain all departmental troubleshooting and product-related process documentation to ensure agent problem-solving is supported.
• Collaborate with the Manager to facilitate regular training modules for products and/or services.
• Hold the team accountable for meeting assigned Agent metrics, Rocks, and goals.
• Monitor key performance indicators (KPIs) to assess team performance and identify areas of opportunity.
• Complete regular QA of your team’s customer interactions to provide feedback when and where appropriate.
• Review team performance data to inform performance management actions or coaching needs.
• Engage in and promote an environment that encourages individual learning, camaraderie, and overall positive employee engagement.

Customer Success

• Act as an escalation point for complex customer issues, working closely with team members to provide effective solutions.
• Analyze our success in building customer relationships through data-driven techniques, and suggest ways to improve our processes, tools, and policies based on findings.
• Represent customers' interests in internal discussions, ensuring that their feedback is considered in product development and service improvements.
• Serve as the primary point of contact for customers inquiring about our products, brand, offers, and overall business, offering troubleshooting expertise and insights.
• Address complex customer inquiries and provide guidance to direct reports in handling technical aspects of customer interactions.

Product Troubleshooting, Data & Reporting

• Take ownership of complex issues, ensuring resolutions are achieved promptly, and providing hands-on support to address technical challenges affecting customer experiences.
• Appropriately communicate any and all Product quality issues to the appropriate channels & within the appropriate tracking documentation
• Be the first point of contact for resolving escalated technical issues from direct reports and identify trends that require collaboration with other departments for comprehensive solutions.
• Collaborate with cross-functional teams to align customer success strategies with overall business objectives.
• Provide strategic product insights and recommendations based on team feedback and customer interactions.
• Generate weekly reports on product feedback, customer ease, FAQ metrics, and IKB metrics to enhance and direct an elevated customer experience.
• Analyze customer data through data-driven techniques to evaluate the success of our customer happiness initiatives.
• Utilize insights to improve processes, tools, and policies, ensuring continuous enhancement of the technical support provided.

Compensation range: 45-62K CAD

Pela is committed to cultivating and preserving a company culture of diversity, equity, and inclusion. This means we seek out people with a diversity of opinion and with strengths that will be complementary to our existing organization. We know that we will grow and learn better with a diverse team. When recruiting new members of our team, we welcome the unique contributions that you can bring in terms of your education, culture, ethnicity, race, sex, gender identity and expression, age, religion, and sexual orientation.