Head of Customer Experience
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — there are over 2 million independent retailers in North America and Europe doing more than $2 trillion in revenue. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
We’re looking for a Head of Customer Experience who will set the vision and build a world-class customer support team. Faire is only successful because of its customers, and we need someone who can bridge customer delight through teams with technology. The Head of CX will lead a multi-location support team and set the vision for customer centricity, performance and how we strategically best serve the customers when they need us most. The position will report into the Head of Operations and work closely with other functional leaders to ensure we are building the best experience for Faire’s customers.
What you'll do
- Lead and build a customer centric, motivated and high performing support organization
- Establish the vision, goals and objectives at all levels for the team
- Define and enable excellence in how Faire delivers customer support while instilling a customer-centric focus and going above and beyond for customers approach
- Develop clear feedback mechanisms between support and product teams to build the best experience for customers
- Strategically scale the customer support team in a cost effective manner and manages against productivity and procedures/policies
- Nurture continuous improvement in how Faire serves customers through human interactions and/or technology
Qualifications
- 6+ years of experience in operations or customer support
- Ability to launch/scale new support platforms (e.g., chat vs phone vs email)
- Ability to inspire and motivate teams and leaders at all levels
- Excellent written and verbal communicator
- Ability to operate effectively under pressure and deliver results
- Ability to use data to inform key decision making and strategic direction (e.g., cost management, budget setting, staffing forecasts)
- Ability to balance competing priorities with proven record of delivering results
Preferred Qualifications
- Experience launching multi-country and language support
- Experience within a fast-paced environment
- Relevant support experience at marketplaces
- Experience with technical support
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.