Location: Hybrid, 2-3 days/week onsite in Palo Alto, CA or NYC

Opportunity:

Kohler Ventures is an independent company wholly owned by Kohler Co., global leader in the manufacture of kitchen and bath products, tile and home interiors, and an international host to award-winning hospitality and world-class golf destinations. Our mission is to build new digital businesses that empower consumers to lead healthier lives. We explore how familiar experiences can be enhanced and innovations developed through the integration of leading-edge technology, science, and design. Come join us as we build a best-in-class global multi-disciplinary team across artificial intelligence, machine learning, design, advanced software and hardware engineering, strategy, venture investments, sales, marketing, and partnerships.

Role Overview:

We are looking for a Customer Success Manager who will play a pivotal role in shaping and executing our customer service strategy. The ideal candidate will have a proven track record of building and scaling customer service operations from the ground up in a fast-paced, tech-driven environment. They will be responsible for ensuring an exceptional customer experience across all touchpoints and driving continuous improvement initiatives to enhance customer satisfaction and loyalty.

Responsibilities:

• Build and Develop Customer Service Function: Establish and lead the customer service function, including defining processes, implementing systems, and building a high-performing team capable of delivering outstanding support to our users.
• Manage omni-channel customer service: Execute across chat, phone and e-mail.
• Set Service Standards: Define service level agreements (SLAs), KPIs, and performance metrics to measure and monitor the effectiveness of the customer service function. Continuously assess performance against these standards and drive improvements as needed.
• Customer Experience Optimization: Collaborate with cross-functional teams to identify opportunities for enhancing the customer experience and implementing solutions to address pain points and improve satisfaction.
• Training and Development: Develop comprehensive training programs for customer service representatives to ensure they have the knowledge, skills, and resources needed to deliver exceptional support. Provide ongoing coaching and feedback to foster continuous growth and development within the team.
• Escalation Management: Establish clear escalation paths and procedures for handling complex or sensitive customer inquiries and complaints. Act as a point of escalation for unresolved issues and work closely with internal stakeholders to find prompt and effective resolutions.
• Data-Driven Insights: Utilize data and analytics to gain insights into customer behavior, preferences, and trends. Leverage this information to inform decision-making, identify areas for improvement, and drive strategic initiatives aimed at enhancing the overall customer experience.
• Technology optimization: Evaluate and implement customer service technology solutions that streamline processes, improve efficiency, and enhance the quality of service delivery. Stay informed about emerging technologies and best practices in customer service management.
• Compliance and Quality Assurance: Ensure compliance with relevant regulations and standards governing customer service operations, including data privacy and security requirements. Conduct regular audits and quality assurance checks to maintain high standards of service excellence.