Job Description

At Interaxon, we develop engaging experiences using brain sensing technology. We are a passionate team of researchers, technical experts and scientists building the world's leading science-based brain platform to empower personal transformation through human-centred innovation. Our Muse 2 and Muse S headbands are designed to make meditation and sleep easier and provide real-time audio and visual feedback on your meditative and sleep state through the Muse companion app.The Customer Care team supports our customers and prospective customers with matters across a broad range of topics from purchase path, device support, how to get the most of Muse, to additional resources for meditation and the scientific efficacy of our solutions.As* Customer Care Manager* at Interaxon, you will provide support and leadership to the Customer Care team, fostering an energized and collaborative environment, focused on enhancing the customer's customer care and product experience every step of the way. You'll coach the team, drive performance, build and implement strategic initiatives and operational tactics to deliver results to our customers. Drawing on customer insights you'll serve as a voice of the customer in product and strategy development.*
What you'll be doing: *

• Lead and enable the customer care team to effectively support customer needs and contribute to the product feedback cycle. Maintain a motivating and caring culture, set team priorities, support with addressing challenges, and champion team performance.
• Collaborate on and implement a refreshed customer experience model and strategic initiatives to elevate the end to end customer journey supporting customer growth and retention. Set priorities and improvement actions with data-informed insights and a solid understanding of customer needs and touchpoints.
• Support team member success through training and mentoring, with a focus on fostering a collaborative and effective team environment and building on professional development for team members.
• Establish and continuously improve scalable systems and workflows to drive customer satisfaction, efficiency and performance (ex. chat bot flows, knowledge base management and content, customer escalations path, training)
• Partner with the Product and Marketing teams as a key solution-oriented customer advocate within the organization, providing customer insights to inform prioritization, and advising on opportunities for product development and offerings, including support for mapping current and future state end-to-end customer journeys.
• Develop KPIs (key performance indicators), benchmarks, and other measures of success for a best-in-class customer experience. Manage KPI reporting activities, identifying trends and opportunities for product and process improvements.

Your skills and experience:

• 3 years experience managing a customer care/relationship team, preferably within a consumer app or product setting. Proven ability to motivate others, drive collaboration and performance, and to coach for professional growth.
• 5 - 10 year experience in a customer oriented environment, providing excellent customer support.
• A genuine interest in meditation/mindfulness or in learning a lot about it.
• Project management and process improvement experience, with ability to implement customer oriented initiatives as well as systems and tools to drive performance, growth and retention.
• Proficiency with CRM software (preferably Salesforce), Google docs and Microsoft Office Suite.
• Ability to analyze performance metrics and feedback channels to draw insights and identify and implement responsive actions to improve customer experience.
• Excellent communication skills, with the ability to collaborate with cross-functional team members to highlight customer insights and influence product decisions.

Don't meet all the required skills, but have a passion for meditation, people, and a seamless customer journey? We would love to hear from you! We encourage submitting a personalized cover letter telling us about your passions and why Muse is the perfect fit for your next opportunity.*
What we offer: *
Our collaborative culture is an extension of our vision to empower personal transformation to improve lives and change the world. We have a flexible working environment, on-going work from home options, a great benefits package, weekly team meditations, and a commitment to keeping connected while working apart. Join a team passionate about making a difference.Interaxon is a company fueled on innovation and inclusion. We believe that diversity is an essential part of our workplace culture, and we continue to grow our team through equal opportunity and barrier-free recruitment. Additionally, if you require any accommodations during the selection process, please let us know!Note: We suggest adding "apps.bamboohr.com" to your contact list so you don't miss any emails from us regarding your application.Job Type: Full-timeSalary: $80,000.00-$100,000.00 per year