Head of Customer Service

LaConner, WA 98257

Industry: Customer Success Job Number: 232

Job Description

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Looking for a senior customer-service role at a great company? You’ re golden.

Devotees of this newsletter are well aware of an amazing jewelry e-commerce startup called GLDN – pronounced “ golden,” as you may have already gleaned from that witty little headline up there.

Based in the quaint seaside hamlet of La Conner, Wash., GLDN is the fast-growing, purpose-driven, customer-centered, hyphenation-worthy brainchild of its brilliant and amazing founder and CEO, Chrissy Lavdovsky. Seriously, check out their stuff over at www.GLDN.com – it’ s beautiful and unique and unusually focused on delivering customized pieces exactly to the buyer’ s specifications.

It’ s a very innovative model for the sector, and the market has definitely taken notice. In order to both keep up with growth and accelerate it further, GLDN is looking for a Head of Customer Service, reporting to the Chief Operating Officer.

This role would lead the team that supports GLDN’ s website, its highly active Etsy store, and its presence across all customer channels. Applicants should be aware that this is a company that takes both customer satisfaction and employee satisfaction very seriously, and (quite correctly, in my view) sees the two as intertwined.

But don’ t take it from me. Here’ s what GLDN itself says about this position and the culture it would support:  “ We are a true customer-centric organization that strives to deliver the best end-to-end experience for our customers as well as a fun and rewarding culture for our team. Our ‘ Happiness Guarantee’ to our customers starts with a happy team!”

If that’ s speaking your love language, I urge you to give this opportunity a very serious look. This is a really dynamic and cool company – and don’ t be put off by La Conner’ s distance from downtown Seattle. It’ s about 60 miles – a pretty long commute, sure, but totally doable. Look at it this way. Would you rather commute a bit longer for a job and a company that you love, or take a shorter march to your emotional doom every day for the rest of your career? Just sayin’.

This position is responsible for reviewing data and deriving insights relevant to the customer experience. In addition, this is a role responsible for serving as a confident “ voice of the customer” in internal discussions about all aspects of the business. This includes working closely with the head of marketing to shape the end-to-end customer experience.

GLDN is seeking candidates who have at least eight years of contact-center experience, including at least five years in a supervisory capacity. Exposure to e-commerce beauty, fashion, or lifestyle brands is a strong plus. The company is especially interested in applicants who demonstrate initiative, flexibility, and, in its words, “ above all a sense of urgency to create happiness in our customers.”

This opening rocks. I am rooting strongly for this terrific company to get the terrific candidate it deserves. Let’ s make it happen.

PS From PSP: I wrote this announcement around the time Emerald City Comic Con was winding up, and as Captain Marvel was blowing away the competition at the box office, and as the latest trailer for the next Avengers movie was inspiring feverish speculations in online discussion groups.

It all made me wonder: Why are superheroes bigger than ever? As an HR geek, I also wonder if the very high degree of connection that today’ s fans – especially (though by no means exclusively) younger ones – feel toward their heroes might in some way be influencing how they think of themselves, and their careers. Would someone steeped in the hero stories of the Star Wars, Star Trek, Avengers, X-Men, Hunger Games, or Lord of the Rings franchises be a bit less patient about sitting through a humdrum job that underuses their “ powers”?

After all, Luke and Rey and Frodo and Katniss and Captain Kirk (and, for that matter, Captain Marvel) didn’ t get ahead by “ waiting their turn.” It wouldn’ t surprise me if, in some subtle and not-so-subtle ways, your Gen-X and Millennial and Gen-Z coworkers and employees (along with some Baby Boomers, as well) have been deeply shaped by the stories they’ ve grown up with, and that this explains much about how they relate to work, to collaboration, and to new opportunities. Your thoughts?

That’ s all for now. Live long and prosper. May the Force be with you – and may the odds be ever in your favor. ###

Job Requirements

Customer Service, Customer Success

Meet Your Recruiter

Gina Peckman

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