Customer Experience Manager (Part-time 20-25hr/week)

About Us:

At The Little Milk Bar, we're more than just an e-commerce brand—we're a movement. Founded by women, our mission is to empower breastfeeding parents everywhere. 

Job Description:

Join us at The Little Milk Bar and lead our Customer Experience Team! We're looking for a leader, who is passionate about taking care of our customers and managing the Customer Experience Team. This dynamic role will involve emailing with customers daily, communicating with customers via Instagram, Facebook and other Social Media Platforms and finding creative solutions for our customers. As our Customer Experience (CX) Manager, you'll play a crucial role in ensuring our customers receive the best possible service at every touchpoint by ensuring our CX team is well trained and prepared to handle all situations in a way that aligns with our goals and customer service standards. You'll be the voice of the customer within our organization, driving improvements and ensuring that our values of empowerment, support, and inclusivity are reflected in every interaction. You'll lead a team that handles everything from inquiries to complaints, ensuring that each customer feels heard, valued, and satisfied.

In addition to virtual customer service communication, you'll assist the team in a variety of tasks with our customers in a front-facing environment. The Little Milk Bar is committed to connecting with communities through Pop-Up Shop Sales, Networking Events, Charity and Non-Profit Support, and educating more customers about our mission. This role will also support the team in Photoshoots, Product Launches, Inventory Control, and various other tasks associated with a start-up company environment.

We're looking for someone who understands that our customers are the heart of our brand's growth. Going above and beyond to provide exceptional care isn't just encouraged—it's what makes The Little Milk Bar truly stand out.

Reports To: CEO and Operations Manager

20-25 hr/week

Monday, Wednesday Friday (in office in West Jordan, Utah)

Tuesday, Thursday (hybrid opportunity, but may require in-office work when necessary)

Pay $20/hr (room to increase after trial period)

Office Location: West Jordan, Utah

Requirements

What are the Critical Tasks & Responsibilities

• Lead and manage the customer experience team, ensuring timely and effective responses to customer inquiries across all channels (email, social media, live chat, etc.).
• Monitor and analyze customer feedback to identify trends and areas for improvement, and proactively address any issues.
• Train, mentor, and support team members, fostering a positive and motivated work environment.
• Handle escalated customer issues, providing solutions that align with our brand values and customer expectations.
• Track and report on key customer experience metrics, using data to drive decisions and measure success.

Requirements:

• Proven experience in customer experience or customer service management, ideally within an e-commerce or direct-to-consumer brand.
• Experience in Customer Software Platforms (Shopify, Gorgias, Slack or similar plaforms)
• Proficient in GSuite applications, including Google Calendar, Gmail, Sheets, and Docs
• Demonstrated ability to learn new tasks and absorb information efficiently
• Clear and concise communication skills, both written and verbal
• Excellent communication skills, both written and verbal, with the ability to connect with customers on a personal level.
• Commitment to discretion and confidentiality in handling sensitive information
• Proficient in multitasking and completing
• Capable of working independently or collaboratively within deadlines
• Proactive mindset with the ability to delegate tasks as needed
• A passion for supporting mothers and families, and a strong alignment with The Little Milk Bar’s mission and values.

Values

• Professionalism: Maintaining a high level of professionalism in all interactions and tasks is essential. This includes demonstrating integrity, reliability, and accountability: Being adaptable and flexible in a dynamic work environment is crucial. Executive assistants often encounter unexpected situations and changing priorities, requiring them to adjust quickly and efficiently.
• Adaptability: Effective communication skills, both verbal and written, are paramount. Clear and concise communication ensures smooth collaboration with the executive, colleagues, clients, and external partners.
• Communication: Exceptional organizational skills are essential for managing multiple tasks, schedules, and deadlines. A successful executive assistant should be able to maintain order amidst complexity.
• Organization: Paying close attention to detail helps prevent errors and ensures accuracy in all tasks, from scheduling meetings to preparing documents.
• Attention to Detail: Paying close attention to detail helps prevent errors and ensures accuracy in all tasks, from scheduling meetings to preparing documents.
• Initiative: Taking initiative to anticipate needs, identify opportunities for improvement, and proactively address challenges demonstrates resourcefulness and contributes to the smooth functioning of the executive's office.
• Confidentiality: Upholding confidentiality and discretion is critical, especially when handling sensitive information or privileged communications.
• Time Management: Effective time management skills enable the executive assistant to prioritize tasks, allocate resources efficiently, and meet deadlines consistently.

Benefits

• 20-25 hr/week
• Monday, Wednesday & Friday in office
• Tuesday, Thursday hybrid schedule
• Get to work in a fun and exciting work environment where we value our employees, where their talents aren’t just recognized, but celebrated. At our company, we prioritize the well-being and fulfillment of our team, creating a culture where you'll not only thrive but also feel valued and appreciated every step of the way.
• Work with a kickass team that works hard, but gathers for a good toast to celebrate our successes.
• Work with an early-stage, growing company
• Team Member Wellness Benefits
• PTO Opportunities
• A supportive team that values work-life balance and personal growth.