Job Description

The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.

Responsibilities

Customer Experience & Service Leadership

• Champion a culture of outstanding customer experience across all touchpoints.
• Handle escalated customer inquiries and resolve issues with urgency and professionalism.
• Analyze customer feedback and trends to recommend experience enhancements.
• Train and support team members in customer service best practices.

Office & Operational Management

• Oversee daily office operations, including workflow prioritization and resource planning.
• Maintain office systems and workflows that support efficiency and organization.
• Coordinate with vendors, facility management, and internal teams for smooth operations.

Financial & Budget Support

• Assist in preparation and review of financial reports (P&L, expense summaries, forecasts).
• Collaborate with leadership to develop annual budgets and monitor performance against budget.
• Track key operational and customer service metrics, identify trends and opportunities.

HR & Administrative Support

• Support HR functions including onboarding, benefit administration, record keeping, and compliance.
• Coordinate recruitment activities, scheduling interviews, and support offer processes.
• Maintain employee policies, files and assist with performance review logistics.

Technology & Tools

• Utilize office productivity and CRM systems to optimize workflows and reporting.
• Recommend and implement technology solutions that enhance customer experience and internal operations.

Qualifications

• Bachelor’s degree in business administration, Finance, HR, or related field. (preferred)
• Experience in a fast-paced service environment.
• Experience managing cross-functional projects.
• 3+ years in office management, customer service leadership, or related role.
• Strong problem solving and proactive mindset focused on customer experience.
• Excellent communication and interpersonal skills.
• Comfort working with financial reports and budget data.
• HR administrative experience (onboarding, employee files, compliance).
• Tech-savvy: experience with CRM, reporting tools, office software (e.g., GSuite/Microsoft 365).
• Highly organized with the ability to prioritize competing demands

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