- Hybrid working (3 days in office, 2 days from home)
- B-Corp company with multi-award winning products (Good Design x3, Red Dot x2 and Dezeen)
- Customer-centric team (4.8 / 5 star rating out of 3000+ customer reviews)
About Eva
Hi, we’re Eva — Welcome home.
With our laser focus on bringing more thoughtful design to your everyday life, come join us as we help make more people feel at home with Eva.
People are a huge part of the way we work at Eva, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you'd like to be part of, read on below.
We're looking for an experienced Head of Customer to lead our Customer Support function at Eva. Having recently launched our showroom in Melbourne (186 Faraday St, Carlton), this newly created role will own and streamline our online and offline customer experience. You will have three direct reports:
- 2x Senior Customer Support/Team Leads (online)
- Showroom Manager (offline)
Success in this role looks like:
- Overall responsibility for Customer Support department, ensuring a consistent and on-brand online and offline customer experience
- Work with Senior Support Leads and Showroom Manager to manage day-to-day activities, ensuring timely resolution of customer queries; that performance metrics and targets are met; and quality assurance is maintained.
- Recruit, lead and coach teams to achieve and exceed performance goals and targets (including NPS, CSAT etc).
- Foster a positive and supportive work culture through regular meetings, feedback, and training programs.
- Work closely with Supply Chain to ensure operational elements of the customer experience is streamlined, and there is optimal planning and forecasting to meet customer needs
- Collaborate with the marketing team to support promotional campaigns across both retail and ecommerce channels.
- Analyse, optimise and implement strategies, processes, and technology to improve operational efficiency and reduce costs, such as process automation, resource optimisation, and lean management techniques to deliver best-in-class customer support.
- Monitor and analyse customer feedback and metrics to drive continuous improvement and communicate trends and front-line feedback to senior management
- Regular reporting to monitor team efficiency, SLAs and overall customer service.
- 5-8 years experience in a similar leadership role, and/or call centre operations
- Proven leader with excellent communication skills and practices
- Analytical, logical and a natural problem solver
- Great coach, advisor and mentor to inspire a team of people towards a common goal
- Ability to prioritise tasks, meet deadlines and work independently in a fast-paced environment.
- Proven track record of leading with a high degree of emotional intelligence
- Proficiency with Shopify, Zendesk, Monday.com and/or similar programs
- Bonus points if you've had experience in start ups, ecommerce and omni-channel retail.
- A chance to grow with a rapidly expanding start up.
- Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
- An autonomous work environment where there is never a regular ‘days work’.
- Flexible work - we’re proud to say that we had WFH before WFH became a thing
- All the coffee/ tea/ beers/ kombucha you need.
- Free anniversary mattress and generous friend/family discounts.
- Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
- A diverse culture and a bunch of really lovely people.
If you’ve managed to read this all the way through and have found yourself nodding along the way, then we’d love to see your application come through.
Cosiest,
Amanda
