Member Experience Manager

Flodesk is one of the world's fastest-growing email marketing companies, built to help creators sell online and design emails that people love to get. Our commitment to small business owners is to create simple and intuitive tools that help them grow, nurture, and monetize their email list.

We're a remote-first company headquartered in San Francisco, California, with a team that reflects the diversity and creativity of the people we serve. Join our mission to level the playing field for small business owners through good design!

Join our Member Experience team where you'll play a role in providing exceptional customer support to Flodesk members through the support of our Specialists! As a Member Experience Manager, you'll report to the Director of Member Experience and collaborate with the rest of the business to ensure our roadmap reflects the wants and needs of our members.

What you'll do:

• Leading the team:
• Define, communicate, and oversee the execution of team goals through direct contribution or indirect involvement via management of MX Specialists.
• Coach, motivate, mentor MX Specialists to achieve role-specific requirements and specialist-specific growth aspirations.
• Assist / lead in the execution of MX team projects.
• Representing our members:
• Create and share the Voice of the Customer report on a regular basis.
• Work in collaboration with the L&D Specialist and Member Community Specialist to design ongoing training content for specialists and HC content for members.
• Utilize customer success metrics and data to assess customer health, identify potential churn risks, and develop strategies to increase customer loyalty.
• Deliver feedback to teammates in the form of quality assurance ticket reviews.
  

What you bring:

• 3+ years of experience in people leadership
• 5+ years in customer support, customer success, and/or related functions
• Strategic thinking with a customer-centric approach
• Familiarity with customer support operations and best practices
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Data-driven decision-making abilities
• Comfortability with some US and International travel
  
  

Extra points if you have:

• Experience in growing and scaling SaaS start-ups
• Experience with Front and / or similar customer communication software
• Experience creating performance management systems
  
  

What we bring:

• $80,000-$100,000 base salary
• 100% remote with monthly internet stipend
• Fully paid health insurance
• 16 weeks paid parental leave
• Unlimited flexible time off
• 401k match (US employees only)
• A team that values diversity and inclusion with a leadership team that's 70% women; 85% underrepresented minorities
  
  

Flodesk is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Flodesk is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [email protected]

Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Flodesk collects and uses personal information to California consumers who apply for employment with Flodesk. If you are employed by Flodesk, refer to the Employee Handbook for additional information. For any questions about this notice, please contact [email protected].

Personal Information Flodesk Collects:

Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:

To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.