STITCHES + STEEL | Customer Experience

STITCHES + STEEL is a BCorp certified Business leading the charge in the Camping/ Van Life/ Adventure sector. Our e-commerce DTC marketplace launched five years ago, showcasing the best accessories and products possible for Adventures on the road. 

S+S  is a place of discovery, excitement, newness and thoughtful consumerism. Our communication strategy along with our sustainability manifest makes us one of the most forward thinking and progressive brands in our sector.

We have over 50 innovative products and are building our brand to be a global platform. We believe in community and are looking for smart, resourceful and passionate people to join our team and revolutionise how we show up as a business in this sector.

We are on the lookout for a Customer Experience Manager who will help drive forward the strategy, our vision and help us build a world-class customer support team.

At S+S, personable customer service and trust is everything. We are looking for someone who takes great pride and delight in consistent customer service and who is comfortable in scaling as we grow.

We want to create the best experience for our customers - this is a really important role and the right person will thrive in this position. This is a new position and an exciting opportunity for someone looking to make the role their own in a growing business. We want someone enthusiastic, hardworking, committed, focused, ambitious, fun and prepared to go the extra mile.

S+S requires this candidate to come in and own this area of the business. It's an exciting role for an organised and motivated individual.

IN THIS ROLE YOU WILL…

• Lead customer care across social platforms and email.
• Instil a customer-centric focus, going above and beyond for customers.
• Develop operating processes to drive alignment.
• Drive continuous improvement in how S+S serves its customers through human interactions and/or technology.
• Empower to surface issues to help S+S build better product long term.
• Resolve customer queries in a timely and professional manner.
• Manage customer care process end to end with our supply chain, working with our 3PL to locate/place orders & resolve any issues that arise.
• Act as a chain manager to communicate back to customers.
• Track, escalate and report technical & customer complaints to appropriate team members or management.
• Increase customer reviews and explore new avenues, including but not limited to TrustPilot.
• Respond to customer comments and ratings/reviews of our products.
• Assist customers at our studio on a day to day.
• Organise S+S ‘Yard Sales’ and events.

BASIC QUALIFICATIONS

• 2+ years of experience in operations or customer support (Freshdesk or
   Zendesk skills ideal but not essential).
• Ability to inspire and motivate.
• Excellent written and verbal communicator.
• Ability to operate effectively under pressure and deliver results.
• Ability to use data to inform key decision making.
• Ability to balance competing priorities with proven record of delivering results.
• Future-focused and able to strategise on how the customer experience
  should grow and evolve.
• Very well organised with strong attention to detail.
• Role may include some office administration work.

PREFERRED QUALIFICATIONS

• Experience within a fast-paced environment.
• Relevant support experience at marketplaces is ideal but experience in a customer-focused environment is essential.
• Proficient with Microsoft Office Suite of apps.
• Existing knowledge of Shopify, Ebay, Mirakl Marketplace and Amazon.

WHY YOU’LL LOVE WORKING AT S+S
We are family founded, owned and run- No big cheeses here. We are a small, hard working team where everyone gets stuck in, we strive to create a good culture at the heart of everything we do. We are fiercely ambitious about building the best outdoor accessories for adventures on the road – and want the right team to help us deliver our goals and come on this amazing journey with us. Our team, suppliers and customers mean everything to us.

OUR VALUES
1. Surprise, delight and deliver; We pull out all the stops at S+S and go above and beyond for customers and our team. Always with mutual respect, trust and clear communication.

2. See opportunity in everything and everyone; We open doors that are shut and find routes others can’t. We innovate, give things a go, make mistakes and improve. We value every member of our team's suggestions.

3. LOVE what we do; We have serious fire in our bellies, smiles on our faces and look forward to each and every day. We want to be the very best we can by growing, learning, being alert, thinking progressively, giving 100% and having fun.

4. In it together; We believe in the triple bottom line - people, profit, planet. We all benefit from our hard work and the success of the business. We are passionate about creating an inclusive workplace that promotes and values all forms of diversity. We approach our work positively, learn quickly, improve constantly, and celebrate with each other as much as possible. We want this to be reflected in our approach to diversity and inclusion.

S+S EMPLOYEE BENEFITS

• We are located in a Beautiful, 100 year-old studio surrounded by other, like minded businesses within the community at The Old Joinery. We’re nestled in the Countryside and 15 minutes from the Sea.
• Damn good coffee every day.
• 28 days of annual leave (inclusive of bank holidays).
• 2 x Wellness day per annum.
• Birthdays off.
• Team building days.
• 35% off S+S gear.
• Cost price van conversion components.
• Use of S+S Campervans, Motorbikes and Vehicles*
• Remuneration of 28-32k per annum.

Please send a cover letter and CV to: Oli@stitchesandsteel.com