Head of Ecommerce Customer Service, Uncommon Goods
Uncommon Goods, an ecomm platform that partners with independent makers and small businesses to offer a constantly evolving assortment of original, creative products, is looking for a Head of Ecommerce Customer Service.
A few things interested candidates should know before we get into details:
The right person for this role is a thoughtful customer service leader with a ton of e-commerce experience. You should love interacting with people and solving problems.
This is a full time hybrid role. Candidates will be expected to work in Uncommon Goods’ Brooklyn, NY office some days and have the option to work remotely other days.
Uncommon Goods’ company culture is built on a commitment to having a positive impact on people and the planet. The company is B-Corp certified, and adheres to guiding principles across the business including, “We are Open-Minded” and “We Make Each Other Better”
Uncommon Goods is committed to addressing DEI from all facets of the business including actively diversifying its selection of makers for product placement, facilitating its DIBS committee, and an intentional refocusing on inclusive recruiting.
As part of that refocus on inclusive recruiting, the Uncommon Goods team is looking to hire someone from one of these communities for this role: People Who Identify as Black, People Who Identify as Latinx , People Who Identify as AAPI , People Who Identify as Native American , People Who Identify as Arab and/or Middle Eastern, People Who Identify as BIPOC , People Who Identify as Being of Mixed Race, People Who Identify as Women of Color
To ensure their success in this position, candidates can expect support by way of Bravely, a professional coaching support system open to all team members, the DIBS committee open to any team member willing to participate, a People Team that is actively committed to supporting and empowering team members regardless of demographic, position or tenure.
Job Description:
The primary role of the Head of Ecommerce Customer Service is to advocate for an ever-improving customer experience, building upon Uncommon Goods’ award-winning Customer Service program. The ideal Head of Ecommerce Customer Service is able to mentor the existing team of assistant managers and supervisors, support the Customer Service team through effective communication, team building, motivation, recognition, and ongoing training and development opportunities, and lead improvement projects through effective project management and leadership.
The person selected for this role should keep ahead of industry developments and apply best practices to Uncommon Goods’ areas of improvement and identify and act upon emerging trends through careful reporting and data analysis. Candidates should also be able to create annual budgets and seasonal hiring plans that meet both operational and financial targets (and manage the resources needed to hit those goals), and make Customer Service policy recommendations that align with the strategic direction of the company while providing exceptional service to Uncommon Goods’ customers.
Requirements:
3+ years of experience running a customer service department or call center with 50-100 people; familiarity with seasonal staffing is a plus.
Prior experience with budgeting, staffing, and managing long-term projects.
Command of Microsoft products such as Excel, PowerPoint, and OneDrive. Familiarity with Zendesk, Braintree, Maestro, Stella, Forethought, and Agyle Time preferred.
Awareness of the industry’s latest technology trends and applications.
Top-notch verbal and written communication skills.
Time Commitment, Compensation, and Perks:
This is a full time hybrid role. Candidates will be expected to work in UG’s Brooklyn (1x per month), NY office some days and have the option to work remotely other days.
Since Uncommon Goods’ business is highly seasonal, candidates should expect 6-day workweeks in November and December.
Applicants must live in the Tri-State area of NY / NJ / CT.
Salary range: $140,000-$180,000
Benefits include:
40% discount on UG products.
Professional development/educational reimbursement.
Public transportation and Citi Bike subsidies.
Safe working environment. Many of Uncommon Goods’ COVID-19 protocols exceed NYC and NYS safety standards.
Subsidized medical/dental insurance premiums, generous PTO, paid family leave, and 401(k) with company match.
Casual work atmosphere, fun company events. (Thanks to the Uncommon Goods’ team's creativity, the team has devised ways to feel connected remotely.)
About Uncommon Goods
Uncommon Goods offers a constantly evolving assortment of original, creative products. They partner with independent makers and small businesses to offer customers a wide variety of items that they love to surprise loved ones with (and treat themselves, too)! Uncommon Goods is built on better business practices and committed to having a positive impact on people and the planet.
As a founding B-Corp, Uncommon Goods’ culture is unfettered by a typical hierarchy and is led by an inverted approach to a typical “top-down” company. Piloting by its established “Guiding Principles” they truly seek to embody each one at every level of business. Those guiding principles include: We Are A Force For Good, We Make Each Other Better, We Are Open-Minded, We Are Always Learning, We Own Our Roles, We Are Independent, We Are Building For The Long-Term.
Uncommon Goods is committed to addressing DEI from all facets of the business including actively diversifying its selection of makers for product placement, facilitation of its DIBS committee, an intentional refocusing on inclusive recruiting, implementing inclusive hiring management training and other educational opportunities, fun cultural events and celebrations that align with its guiding principles “We are Open-Minded” and “We Make Each Other Better” to inform the team on who their colleagues are and how they can care for one another in the workplace by acknowledging the importance of differences and how those differences positively impact the workplace holistically.
To apply, email your resume to rlansing@uncommongoods.com with the subject line “Backstory Referral: Head of Ecommerce Customer Service”
Backstory Responsibility Statement
This position has been hand vetted by the Backstory Jobs team, ensuring that the company is actively invested in its DEI (diversity, inclusion, and equity) efforts. As people from historically minoritized backgrounds ourselves, we understand the specific challenges that people from these communities face in getting hired, and understand our responsibility in operating our jobs board. While we have vetted posted roles to the best of our ability, we cannot be held liable for any dissatisfaction that occurs during or after the hiring process. But, should an offense or injustice occur, please let us know at thebackstorynetwork@tellyourbackstory.com and we’ll do our best to help troubleshoot and offer up support.