Customer Relations Manager

Impulse Labs•San Francisco, CA

43d•Hybrid

About The Position

We’re looking for someone to own customer relations at Impulse Labs. You’ll be based in our San Francisco office and own customer relationships. This will include answering pre-purchase questions, responding to email inquiries, moderating online communities, and conducting demos. This is not another Big Tech Customer Satisfaction job. You’ll be owning the entire customer relationship process and expected to help develop and improve it. When you’re not interacting with customers, you’ll be reviewing common questions and developing written content or video ideas to help preemptively answer questions. You’ll be expected to help identify customer pain points and be an advocate for addressing them. You’ll also assist in helping develop training materials for a growing internal CS team as well as 3rd party appliance showrooms. Previous experience in customer service is not required, but a desire to hustle and solve problems is. You’ll be expected to go the extra mile, including occasional trips to solve customer problems in the homes of Bay Area customers. Nobody has ever returned an Impulse Cooktop because they were dissatisfied with it. Your job is to keep it that way.

Requirements

Excellent verbal and written communication skills and an attention to detail
Comfort talking to a wide range of customers from cooks and caterers to technology executives.
Ability to lift 80 lbs.

Responsibilities

Interacting with customers and answering their questions across multiple platforms, including social media, email and phones.
Community management of Meta, and Reddit communities.
Producing written content such as blog posts and emails addressing customer issues.
Diligently tracking and reporting on customer contacts and issues.
Helping develop training materials for salesmen and customer service representatives in appliance showrooms.