Head of Customer Care
Lyka Pet Food, Australia
Job Description
Dog person? Passionate about creating exceptional customer experiences? Want to work for a fast-growing start-up disrupting the pet food market?
Our capes are on to reshape an industry built around a highly processed and unnatural diet. We’re here to make Australian dogs healthy and happy from the inside out through real food.
We deliver fresh, human-grade meals, as a subscription service to dogs all over Australia. All of our nourishing dog food recipes have been formulated by our own in-house vet and the thousands in our pack are thriving on our food.
Since our founding in 2018, we have served over 2 million meals and raised AUD$8.4M in capital from venture funds and pet industry insiders, to continue on our mission to help pets live their best life.
We are looking for our Head of Customer Care, to join us in this next phase of growth. Customers are at the core of everything we do at Lyka. Exceptional customer service is one of the most frequently mentioned things in our customer reviews. As we scale, our goal is to continue delivering above and beyond experiences for our customers and their dogs, while ensuring their feedback is continuously used to improve on our product, service and offerings.
Responsibilities:
- Lead, mentor and drive the development of our Customer Care team, to an exceptionally high standard. Our customers are at the core of what we do, and you will lead the team to provide an accurate, responsive and amazing customer experience.
- Be the key voice and sponsor for our customers, working with senior leaders in Marketing, Technology and Operations to ensure we’re doing everything we can to drive an exceptional experience. We strive for immediate, effortless, above-expectations experiences with our customers throughout their customer journey, and you will be responsible for driving this.
- Manage the overall productivity and operations of the Customer Care team and the effectiveness of the team in meeting SLAs, resolving issues and converting and educating customers.
- Lead the recruiting and onboarding of the new customer Care hires, as we grow our serviced customer base.
- Put knowledge at the center of the Customer Care team and the wider company. You will lead the content architecture and strategy, and manage the development and maintenance of high quality, up-to-date, and searchable content, as well as its distribution across the organisation.
- Lead technical knowledge across the company. You and your team will be the company's gurus on all things dog nutrition. Your team will work closely with vets and vet nutritionists, to solve complex technical problems and scale knowledge in this area.
- Lead the strategy and implementation of workflows, processes, tools and CRM management, working closely with our Technology team where relevant, and training the Customer Care team through change management. As we scale, our processes and tools must scale with us. What worked one day might not be suitable the next, and your role will be to grow the Customer Care infrastructure as we grow.
- Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned with the company's mission
Requirements
- 5+ years as Head of Customer Care or Head of Customer Experience in a fast-paced company within an extensive customer-facing industry
- Demonstrated team leadership and management experience and the ability to hire, mentor and grow a diverse team
- A passion for amazing customer experience and a strong ability to balance customer needs and business priorities
- A passion for pets and a keen interest in natural feeding. Technical knowledge in dog nutrition is a plus but not a must.
- Excellent verbal and written communication skills
- Strong problem solving with high quantitative proficiency and a demonstrated ability to deliver improvements in businesses processes and systems
- Resilient, high sense of ownership and comfortable with fast pace and ambiguity
- Organised with a high attention to detail
- Ability to maintain calm under pressure
- A team player who is able to thrive in a small, but highly collaborative and quickly growing, team
Benefits
- Work in a well-funded fast-growing start-up, experiencing what goes behind the scenes to sustain SaaS-level growth on a start-up that sells physical products!
- Daily access to the senior management team, including Founder amp; CEO, COO and CMO
- Be part of a top talent team, composed of diverse individuals coming from widely different backgrounds and geographies
- Fun team environment, including frequent outside work activities
- Competitive compensation, including equity in a high-growth start-up
- Employee and family discount on our nourishing do