Manager of Customer Success

About Lovepop

Lovepop is on a mission to create one billion magical moments.  We combine art x engineering to create the most magical paper art cards & gifts.  Featured on Shark Tank in 2015, Lovepop has become one of the top 10 Shark Tank investments in lifetime revenue.  Lovepop consistently ranks in the top Google results for cards online, enjoys 18% national brand awareness, and has helped its customers create over 50 million magical moments.  Our vision is to be the #1 online card destination for cards and we are building the team of A+ talent that will take us there.

About the Role

The Manager of Customer Happiness creates magical moments by delivering an AWESOME BAR brand experience for Lovepop customers. This role ensures every interaction exceeds expectations, builds a highly engaged and detail-oriented happiness team, and regularly shares customer insights to drive meaningful continuous improvements. Additionally, the Manager proactively monitors Lovepop’s online reputation across all platforms, implementing strategies to enhance engagement and customer experiences.

• Customer Empathy and Engagement
• Make Lovepop Advocates: Ensure that every customer who engages our Happiness team leaves as a brand advocate.
• Hold the Pen: Ensure that every communication that comes from Lovepop is thoughtful, direct, empathetic, and resolves the issue or celebrates the compliment.
• Educate: Develop training materials, FAQs, and other resources to educate our customers on our products, services, and best practices so our customers can realize their maximum potential with us.
• Internal Improvements on Behalf of the Customer
• Be the Voice of the Customer: Maintain a list of customer issues/opportunities and drive improvements against them.
• Advocate: Identify satisfied customers willing to share positive experiences and leverage their testimonials and referrals to showcase Lovepop internally and externally.
• Gauge: Establish and manage feedback channels to gather valuable customer opinions and insights to develop and provide an amazing customer experience.
• Operational Efficiency
• Measure: Assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to drive improvements in customer experience through consistent coaching.
• Analyze: Utilize deep product and industry knowledge, gather and synthesize relevant data, and suggest improvements in the tools, and techniques to provide a great customer experience.
• Innovate: Build a new standard for support and services by passionately managing, measuring, and driving improvements in CSAT, productivity, SLAs, etc. Proactively identifies opportunities for improvement within challenges, and develops structured plans to implement solutions. These solutions should effectively scale while maintaining the customer experience and reducing costs.
• Team Development
• Inspire: Communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.
• Connect: Build rapport and constructive relationships with all team members up, down, sideways, inside, and outside of Lovepop.
• Grow: Coach and mentor team members and other leaders by identifying and providing learning opportunities that align with operations development plans and Lovepop's mission, values, and goals.

• 2-3+ years of experience in a customer support team leadership role specifically with a DTC (direct-to-consumer) company with a large number of customers and transactions
• Demonstrated success in developing and implementing customer service strategies.
• Strong understanding of customer service principles, and practices.
• Deep knowledge of customer experience software and technologies, and a good understanding and how to leverage those efficiently.
• Analytical mindset with a focus on leveraging data for decision-making.

Lovepop Values

Engineering: Curiosity to discover how the world works

Hunger: Desire to take on more than is expected

Magic: Delivering unexpected experiences

Connection: Building relationships with each other