Description
Oura is an award-winning and fast-growing startup that helps people track all stages of sleep and activity using the Oura Ring and connected app. By providing daily feedback and practical steps to inspire healthy lifestyles, we’ve helped hundreds of thousands of people improve their sleep, understand their bodies, and transform their health. We’re on a mission to empower every person to own their inner potential, and we’re seeking candidates who want to make an impact on our journey.
We are looking for an experienced Customer Support Manager who will be responsible for managing our amazing Customer Experience US team. We’re looking for an operations-focused, highly personable, individual who will lead a department that provides world-class support to our Oura customers.
The ideal candidate is a strong leader with a background in B2C companies with software and hardware products, who has experience driving key projects to help build and improve internal processes to provide a world-class customer experience. They believe that nothing is above or beneath them, and can work in a fast moving and constantly changing environment. They’re inspired by the opportunity to grow Oura into a global brand to become widely recognized through a superb customer experience. This is an excellent opportunity to work for a well-funded startup on the ground floor.
You’ll be based out of our SF office.
What you will do:
- Use quantitative feedback to drive product, sales, and operational improvements with leadership teams across the company that enhance the Oura experience
- Lead the Customer Experience team as we continue to grow and scale the team, including but not limited to: setting quarterly goals, motivating the team, prioritize business critical initiatives
- Strive for overall excellence in every execution as a representation of the Oura brand from a Customer Experience perspective
- Own the customer support experience through facilitating a wide variety of issues that arise during the onboarding experience
- Take the lead on escalated and complex issues in our support queue, and improve our SOPs and efficiency while enhancing the overall experience.
- Set quarterly goals for teams, create a motivating environment, and prioritize business critical goals
Requirements
We would love to have you on our team, if you have:
- 5+ years of customer success management at a B2C tech or startup-related company that has a software and hardware product
- A strong people management background with 20-50 direct reports; including remote, centralized, and international team setup
- A experience as a proven leader and who has worked with a variety of customer service mediums including chat, phone, and email support channels
- A deep understanding for operational best practices for the CX team to streamline processes and improve efficiency where needed
- A relentlessly positive mentality when it comes to responding to roadblocks and putting our customers first by finding solutions
- Creative problem solver and solutions oriented; you have experience driving process and optimization across operations
- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
- Cool, calm, and collected in difficult or tense situations
- Comfortable with ambiguity and flexible work environments, and must be excited to opportunistically hustle & solve problems.
- Hungry for a growth opportunity & pivotal early stage startup role
- Desire to work with an amazing team of passionate coworkers here at Oura!
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits!
What we offer:
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers