**Senior Customer Experience Manager**

at Faire Salt Lake City, UT **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. Were 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**

**Were looking for a Senior Manager of Customer Experience who will help drive forward the strategy, the vision and help us build an extraordinary customer support team in EMEA. Faire is only successful because of its customers, and we need someone who can bridge customer delight through teams with technology. As a Senior Manager of Customer Experience, you will manage a team of managers/leads and senior customer advocates across multiple languages to ensure we can continue to delight the customer in a consistent and scalable manner, build a high performing team and steer how we strategically best serve the customers when they need us most. The position will report into the Head of Customer Experience - EMEA and work closely with other functional leaders to ensure we are building the best experience for Faires customers.**

**What youll do**

* Lead and build a customer centric, motivated and high performing support team

* Instill a customer-centric focus and going above and beyond for customers approach in teams and individuals

* Develop operating processes to drive alignment with other CX teams and CX leadership

* Lead a multi-lingual team of front line managers and individual contributors to achieve key business metrics

* Coach and mentor front line managers and enable growth opportunities for leaders individuals

* Establish the goals and objectives for front-line teams

* Drive continuous improvement in how Faire serves customers through human interactions and/or technology

* Empower team to surface issues to help Faire build better products

* Collaborate with cross-functional partners (e.g., product, engineering and design) to iterate on internal tooling

* Own strategic initiatives, budgets and hiring plan with forecasts

**Qualifications**

* 5 years of experience in operations or customer support

* Ability to inspire and empower 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 monitor team performance

* **Ability to balance competing priorities with consistent track record of delivering results**

* Experience within a fast-paced environment

* Relevant support experience at marketplaces

* Proficient with SQL, Excel

**Why youll 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. Were 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 .

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.