Manager of Customer Success

Santa Monica,CA,US
Customer Success
Full-time
Who we are looking for
BloomNation is growing rapidly and looking for an experienced customer success professional to head up our Bloom Expert team! The Bloom Experts are a hybrid department consisting of customer success, technical support, and account management. In this role, you will lead our growing Retention team in becoming world class drivers of performance and relationships. This will consist of implementing company-wide best practices for customer success, setting KPIs and optimizing daily processes in Zendesk, and being a hands-on mentor to your Bloom Experts.
This role is best suited for someone who is driven, process-oriented, and wants to grow a department. Attention to detail, ability to work efficiently under pressure, and having an incredible knack for remaining calm and positive will all be essential for success for in this role.

Specifically, you will…
Track KPIs, SLAs, and create weekly reports for COO
Lead a team of 4 Bloom Experts in being first and second tier customer support for BloomNation customers and florists
Create, implement, and manage Zendesk ticketing system
Identify trends and inefficiencies to enhance the support process and improve user experience
Handle a high volume of user support requests via email, phone and live chat
Segment incoming support tickets between florists and customers
Assess incoming support issues and accurately diagnose/escalate bugs to engineering team
Dive into the florists' analytics and help make them more successful with our platform
Advocate for BloomNation users and provide them with an outstanding experience while resolving issues and answering questions
Be a product evangelist, helping customers and florists use BloomNation to change the way flowers are bought and sold around the world!

What’s in it for you...
Equity/Stock options in a profitable and rapidly growing company
Great Medical/Dental/Vision coverage
15 days accrued PTO + 6 days accrued sick leave
Transportation coverage in the form of parking, rideshare, or metro credit
Fully stocked snack bar & weekly catered lunches
Company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
Ability to mold your career and make an immediate impact
Flowers, flowers, and more flowers!
Work in a fast-paced, fun environment with an eclectic group of people from all over the world
You will excel if you have...
3+ years of online-based customer success/support
Proven leadership and a desire to be hands-on
Know your team’s KPIs like the back of your hand
Phone, email, and chat support expertise
Proficiency with Zendesk
Familiarity with CRM/support platforms like Desk.com, Salesforce, etc. a plus
Excellent customer care skills
Friendly, optimistic, and outgoing persona
Excellent writing, conversation, and email etiquette
Able to work occasional mornings and weekends
Able to work efficiently under high pressure and tight deadlines
Desire to work in a startup environment
More about us - BloomNation
BloomNation is the online marketplace that is disrupting the multi-billion dollar retail floral industry. In 2011, we set out to create the nation's premier network for local florists to list, display, and send their unique, handcrafted bouquets to customers across the country. We have since built industry leading software solutions and e-commerce sites that have helped boost our florists' online revenue by an average of 30% in the first year. In the same way you have seen Uber and AirBnB change consumer behavior, BloomNation has already dramatically changed the way flowers are bought and sent online, and we show no signs of slowing down.

Additional highlights…
Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)
Named one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”
Located one block away from the beach on the world famous 3rd Street Promenade in Santa Monica


Why join BloomNation?
We are still early enough that equity matters... a lot… BloomNation has become a hub for Silicon Beach's top talent and we are in the process of scaling our still small (~50 person) team to it’s full potential. Come join us if you are an entrepreneur at heart and want to be a leader in your area of expertise.
If you are passionate, eager, and ready to learn, you will thrive here!