Head of Customer Experience - Pair Eyewear｜Meet.jobs

At PAIR Eyewear, we’re building the first personalized eyewear brand where glasses can be an extension of your personality, mood and interests. With $12m + funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports and fashion arenas and a team of passionate individuals, we’re on a mission to completely revolutionize the eyewear industry. We’re excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN and Forbes helping us share our story.

We are seeking a seasoned Head of Customer Experience who will set the vision and build a world-class customer support team at Pair.

In this role you will be instrumental in providing an extraordinary glasses experience to families around the country. As our Head of CX, you will lead a multi-location support team and set the vision for customer centricity, performance, quality and how we best serve our customers across all communication channels (email, phone, chat and text). You will also oversee operational areas tied into the customer experience, such as customer insights and product and marketing feedback loops. You will have the opportunity to grow our customer service team and customer experience systems and processes in house from the ground up.

Some of what you’ll do:

• Lead and build a customer centric, motivated and high performing customer experience organization
• Strategically scale the customer experience team in a cost-effective manner and manage against productivity, quality and procedures
• Listen to the customer’s needs and develop clear feedback mechanisms between support and product/marketing teams to help Pair constantly improve and provide eyewear experience
• Build out training programs to most effectively scale our CX organization
• Continuously drive improvements and efficiencies throughout our customer experience using technology
• Work closely with our founders and functional leaders to ensure we are creating the best experience for Pair customers

This Role May Be A Good Fit For You If:

• You have at least 5+ years experience in customer service and/or operations
• You have a track record of launching and scaling support systems and teams
• You have a knack for inspiring and motivating teams and leaders at all levels
• You use data to inform your decision making and strategic planning
• You are a problem solver who has a passion for serving others and the patience to stay calm under pressure
• You are a good leader who listens, coaches and can think on your feet to provide solutions
• You are 100% customer focused
• You are excited by a high-volume work environment and talking to lots of customers
• You are organized, analytical and detail oriented

Some Benefits and Perks of Working At PAIR:

• Health, vision and dental insurance
• Unlimited vacation policy
• Competitive salaries with equity opportunities
• Retirement savings plan options
• NYC dog friendly office with flexible remote work options
• Free eyewear (plus discounts for family and friends)

Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.