Operations and Customer Success Manager
Spruce Up is a smarter way to shop: leveraging AI and designer curation we make sprucing up your home easy and fun. We provide a stylist assisted one-to-one shopping service based on your home, style, budget and your needs. Our vision is to apply data-driven design to help people surround themselves with the things that make them happy.
Spruce Up is well funded start-up backed by premier VCs in NYC, Silicon Valley and Seattle and rapidly growing our early start-up team. The Operations and Customer Success Manager ensures our new end-to-end shopping experience creates happy customers, shipping items our members love directly to their door.
This is a role for a seasoned ecommerce customer success manager who craves entrepreneurial ownership and a fast-paced dynamic environment to operate in. You love being hands-on with “get it done” attitude with ability to manage and scale drop-ship operations and customer focused organization. You are driven by passion to innovate and take personalized eCommerce experience to the next level with ability to bootstrap operations initially while nurturing to scale it to a big business. People describe you as a team player and you thrive in a culture that is transparent, curious, smart, collaborative and delivers results. This role is based in Seattle, WA.
Roles and Responsibility
Set up and scale drop-ship commerce operations including logistics, partner SLA, and customer support
Work collaboratively with our stylists and product development organizations to ensure end-to-end customer success.
Build the initial teams establishing procedures, metrics and processes.
Working with our merchandising partners, develop and administer operational procedures for perfectly executing activities for timely outgoing shipments, handling of returns and keeping the highest standards of inventory accuracy and customer satisfaction.
Create a positive team dynamic that encourages all employees in operations and customer success to adapt to the ever-changing business and stay focused on the customer experience
Experience managing and scaling operations and customer support in retail/eCommerce environment preferably in home furnishing and decor
Metrics driven mindset and management experience in drop-ship partner management, inventory control, order fulfillment and customer support
Customer obsessed with willingness to do whatever it takes to satisfy customer needs and create happy, loyal customers
Ability to hire, mentor and retain talent in a rapidly growing team
Experience working within a start-up like environment with ability to test and learn with customers and within the market