Head of Customer Experience

| Austin

Volusion, named “Best Place to Work” by Austin Business Journal (2018) and “Coolest Company” by Austin Inno (2018), is looking for a Head of Customer Experience to join our elite senior leadership team. Reporting to the COO, you will have a tremendous impact on the ongoing success of the company and become the front-line face to customer success. It’s truly an exciting time for Volusion, as we have rolled out new technology for thousands of our customers and are about to launch several major products and a new partner ecosystem to grow the $3.5B our merchants processed in 2018.

You will lead teams responsible for delivering amazing customer experiences, including support, help content, billing, retention and account management. This is a unique opportunity to lead a team situated at the intersection of product, marketing, engineering, sales and the broader strategic efforts at Volusion.

Expectations

  • Define and execute against a customer experience vision focused on increasing positive customer engagement, satisfaction, lifetime and retention.
  • Hire and retain passionate and high-performing customer experience and support teams.
  • Identify core metrics for customer experience success, processes to update and review those metrics as well as initiatives to test various impact and improvements across those core metrics.
  • Automate repetitive work for customers and employees to reduce wait, handle or total resolution time.
  • Create standard operating procedures and playbooks for areas that require direct customer interaction and resolution.
  • Lead the charge to maintain and improve billing systems, processes, and reporting.
  • Create and continuously improve coaching and training programs for customer experience, and become the leading ambassador for customer interaction training.
  • Build and improve upon simple, effective and clear help-content (text, video, images) and customer-facing tools to increase self-service support interactions.
  • Operate at a high level of emotional intelligence and customer empathy.
  • Deliver amazing interactions, one customer at a time.

Experience

  • 10+ years experience leading frontline, customer success, and/or overall support initiatives.
  • Small-to-medium business (SMB) customer experience.
  • Cloud SaaS experience and/or deep understanding with the ability to troubleshoot, scale and repeatedly create successful solutions for SMBs.
  • Expert at cross-functional leadership, peer relationships as well as strong communication, verbal and written.
  • Strong organization, planning and execution, with proven track record of success at meeting goals.
  • Manage digital help footprint and knowledge bases (internal and external facing) across various product lines.
  • Able to manage a budget effectively.

Perks & Benefits

  • Competitive compensation packages
  • Medical, Dental, Vision, and Voluntary Life Insurance
  • Flexible Paid Time Off
  • 401(k) with Company Matching
  • Paid Parental Leave
  • On-site Fitness and Yoga Classes
  • Casual Dress and Breakfast Taco Fridays
  • Endless Supply of Coffee and Snacks
  • Two Volunteer Days Off
  • Bring Your Dog to Work Days
  • Taco Fridays
  • Chair Massages
  • Standing desk
  • Team Sports and Team Outings
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Location

A hop, skip and a jump from The Domain.

An Insider's view of Volusion

What are some social events your company does?

Part of our Culture Code is to "put people before everything else", with this we listen to quirky ideas that employees come up with- like having a watermelon throwing contest and a snack wagon. Yes, a snack wagon- once a month we bring an old school radio flyer wagon full of snacks around to every desk. It's so simple yet brings so much joy.

Rachel

Sr. People & Culture Coordinator

What kinds of technical challenges do you and your team face?

There are a lot of aspects of ecommerce that can be really complex - taxes and duties, shipping rates, GDPR and data privacy, SEO, etc. The biggest challenge we tackle every day is finding ways to do the complex work for our founders so they can focus on what really matters to them - their product or service.

Jonathan T.

Director of Product & Design

How does the company support your career growth?

My leaders take the time to understand my career goals. They support me by teaching me not only career lessons but life lessons too! Through company wide projects, Volusion gives me the opportunity to gain skills outside of my department. This helps me to be a well rounded sales pro and to better understand the industry and product that I sell!

Megan

Business Development Representative

How do you empower your team to be more creative?

I encourage my team to just try it! Whether "it" is a new tool or program, a way to customize the website experience or connect with entrepreneurs. We always want to be testing and moving forward with our brand and our approach to creative problem solving.

Tracy

Visual Design Manager

What makes someone successful on your team?

We're there to make sure our merchants get heard so being a great listener helps for a start! Other skills that would make someone successful on our team is being organized, attentive to details, willing to work hard to make the team successful and going the extra mile to make sure that our merchants feel taken care of.

Jonathan

Customer Happiness Consultant

What are Volusion Perks + Benefits

Volusion Benefits Overview

Volusion offers a wide array of benefits and perks. From benefit eligibility on your first day of employment to unlimited time off, 401K company matching and paid parental leave just to name a few.

Culture
Volunteer in local community
Daily stand up
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Blue Cross Blue Shield of Texas
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Our gym includes cardio, weight lifting equipment and a TV. Volusion also provides a weekly yoga class.
Retirement & Stock Options Benefits
401(K) Matching
Volusion matches dollar for dollar up to 3% of an employee's salary.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
New moms get 12 weeks of paid time off and new dads get 4 weeks. There are NO service length requirements that must be met before you are eligible for this perk.
Remote Work Program
Each team manages their own work from home policy with most teams offering 1 work from home day per week.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Full time salaried employees are eligible for unlimited time off which means you don't have to earn it before you use it! Full time hourly employees earn 5 weeks (!) of paid time off per year.
Paid Volunteer Time
Paid Holidays
Volusion offers paid time off to observe major holidays.
Perks & Discounts
Casual Dress
Company Outings
Volusion has quarterly paid team outings and company wide events like holidays parties and awards ceremonies.
Game Room
Ping pong, pool, video games, air hockey just to name a few.
Stocked Kitchen
Volusion offers unlimited snacks, fruit, coffee, soda, Waterloo and energy drinks. We also have an Alpaca Market vending machine with lots of healthy lunch items to purchase.
Some Meals Provided
Volusion will find any excuse to celebrate and it always includes food :-).
Parking
Volusion provides ample FREE parking.
Pet Friendly
Every Friday you will see lots of doggies around the office.
Relocation Assistance
Fitness Subsidies
Employees receive a generous discount for a Class Pass membership.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
On a monthly basis we host lunch and learns on topics ranging from financial planning to health and wellness.
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