Customer Support Lead (e-commerce)

Mira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America's fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.

Mira’s most important breakthrough was inventing the market's only FDA-compliant at-home fertility monitor with quantitative technology. Since the beginning, they have been on a mission to develop data-driven hormonal health solutions to help women make confident health decisions during every stage of their lives—from the menstrual stage to menopause. Mira offers solutions to test, boost, and navigate fertility—starting from comprehensive hormone testing and supplements to fertility coaching and online courses.

We are committed to helping our customers achieve the highest possible success rates and outcomes; that is why our focus is on personalized care, the use of the most cutting-edge technology, and science-backed data.

About the position

We are looking for Customer Support Lead to oversee and enhance the overall experience for customers interacting with the company. The ideal candidate is experienced in building and managing customer support team, develop and implement customer experience strategies.

If want to challenge yourself at a high-growth startup and make a difference for women's health please join us!

Details

The role is a remote position, with a 40-hour workweek, flexible working hours and occasional overlap with the US and Philippines teams.

Responsibilities

• Lead the customer experience team to improve support efficiency and customer satisfaction;
• Hire, onboard, and evaluate performance of the team and develop career growth plans, conduct trainings and personal 1:1 with team members;
• Optimize and make the customer support processes to for the future growth;
• Develop KPIs for the department and analyze key metrics (FRT, ART, CSAT) to identify areas for improvement and incentive program;
• Manage and understand data around the volume of incoming tickets and balance the team's workload;
• Utilize data analysis to identify opportunities for automation and AI assistance in customer support, optimizing processes to be scalable for future growth;
• Collaborate with marketing and product development to improve the customer experience throughout the entire customer journey;
• Project manage customer experience initiatives and audit quality of support on all touchpoints to suggest optimization;
• Ensure that customer support voice is aligned with brand voice and develop standard templates if needed;
• Handling escalations and taking ownership of customers' issues – follow problems through to resolution.

Requirements

• Bachelor's degree in business, marketing, or a related field
• 3+ years of experience of leading position in a customer experience, customer service, or a related field, managing a team of 4+ agents
• Strong analytical skills and the ability to use data to drive decision-making, build reports, analyze statistics
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Experience of working with Shopify and popular tickets systems for e-commerce
• Proven ability to develop and implement successful customer experience strategies
• Knowledge of customer experience best practices and industry trends
• Experience in the development and implementation of customer engagement programs
• Troubleshooting and multi-tasking skills
• Ability to focus on the process and drive decisions;
• Proficiency in English (Advanced or higher)

Benefits

• You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families
• We have a fast paced and collaborative work environment where we encourage open communication, ownership and independence
• In addition to competitive salary, we offer performance-based bonus system based on OKRs
• Benefits: paid vacation, holidays, and sick leaves
• We provide professional development opportunities - training courses, workshops and seminars

Recruiting process

Step 1 ‘Screening call with HR’ - Step 2 ‘Assessment task’ - Step 3 ‘Interview with department CMO and CS Manager’ - Step 4 ‘Final interview with CEO’