Customer Success Manager

CUSTOMER SUCCESS MANAGER

About Overalls

$#it happens! Maybe it's a fender bender, or an unplanned visit to the vet. Maybe you're at the doctor for your daughter's soccer injury, or you're stranded at O'Hare. Maybe a freak ice storm burst a pipe. These things happen – all the time. And they aren't just inconveniences. Hassles (big and small) take our time, money, and mental focus, to the tune of 17% of workforce productivity.

Until now. We created Overalls to reclaim the time, joy, and money our people lose to all of life's little (and big) hassles. Overalls combines concierge-like services with vetted financial products in a delightful experience designed to save and protect people's time, money and the things they love.

Overall's Company Values

• Diverse perspectives and backgrounds with shared values

• We are all thinkers and doers

• Balance of industry experts and outside perspectives

• Efficient decision-making informed by respectful debate

• Attract and unleash extraordinary talent

• Kindness, collaboration and integrity

About The Role

We're looking for a Customer Success Manager to join our growing team and help define our approach to customer operations and processes. In this role you will be defining our customer service playbook and building out scalable processes while also rolling up your sleeves and serving as the face of the Hassle Helper concierge service and speaking directly with customers. Your primary focus and passion will be working directly with customers via chat, email or phone, and researching their hassles. You will be comfortable dissecting a problem, going deep on a topic, researching solutions, and providing actionable next steps and support to customers. You will manage 1-2 temporary employees and be responsible for the execution of our Hassle Helper service. We're looking for a candidate who is highly organized, comfortable working in an unstructured environment and who cares deeply about making everyday lives easier for our customers.

You Will:

• Be the face and voice of the Hassle Helper service, solving customer's problems/ hassles in real time

• Build the Hassle Helper playbook from the ground up

• Efficiently address & solve customer hassles primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy

• Work with leadership to define the customer success strategy and target economics

• Operationalization our customer success strategy and processes

• Optimize tools and templates to effectively and efficiently manage customer requests

• Oversee and work with temporary employees to augment the Hassle Helper staff

• Identify partnerships and growth opportunities for the Hassle Helper service

• Beorganized, accountable and responsible

• Anticipate and respond with energy to new challenges, the unfamiliar, and the urgent.

• Be a customer champion, identify their needs, be their advocate, and ensure we are continuously improving

You will bring the following experience to the team:

• 3+ years of experience in a customer service environment

• Strong organization, documentation, and process management skills

• Experience building out and scaling processes

• Ability to take ownership and solve problems

• Adaptability and a love for change and improvement in a fast-paced environment

• Strong critical thinker and adept at problem-solving

• Clear and precise communication skills, verbal and written

• Ability to display calm conviction, confidence, and empathy when handling customer escalations

Things that would make this role a good fit for you:

• You are a self-starter and are not afraid to be part of an early stage team

• Strong attention to detail and project management skills

• You like to learn and build as you go

• You are comfortable working in an unstructured environment