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Customer Care Manager

Operations | Mountain View, CA | Full Time

Job Description

About Us:

KiwiCo is an innovative eCommerce company that sparks kids’ creativity and curiosity through offline and online materials and inspiration. We offer kids a delightful, engaging way to explore, create, and learn. We offer a subscription service that delivers curated hands-on projects to kids. We take great pride and ownership in the products we build and in the community of parents and kids we serve. We're backed by leading investors and were named one of the "20 Startups to Watch" by Business Insider and "Hottest Companies in Silicon Valley" by Lead411. Our office is located in Mountain View, CA.

Role and Responsibilities:

We’re looking for a smart, capable, and compassionate go-getter to take a leadership role on our Customer Care team. This is an exceptional opportunity to manage a team at a high-growth start-up with an innovative business model and an inspiring mission. You will get the opportunity to interact with other teams in the company, while managing the Customer Care team and delivering delightful customer service to our members. The ideal candidate is positive, motivated, dynamic, thoughtful, creative, enthusiastic and entrepreneurial with excellent judgment.

Specific responsibilities include:

  • Oversee our Customer Care organization, including setting and achieving goals, managing team members, and defining our customer care quality levels.

  • Team building, training, and retention. Establish a high bar for performance and create a culture that produces excellent, measurable results.

  • Become intimately familiar with KiwiCo’s products and services as well as the order management process.

  • Work cross-functionally with operations, sourcing, marketing, and product design to ensure smooth customer experiences.

  • Respond to customers in a timely, friendly, and professional manner and motivate other Customer Care team members to do as well.

  • Demonstrate empathy to our customers and quickly offer solutions when deliveries, transactions or experience don't go completely as planned.

  • Offer advice to our customers and help them choose the right products or have the best experiences.

  • In every interaction with customers, demonstrate an understanding of the customer’s question/problem, strive to completely answer the inquiry with a minimum of back and forth messages, and utilize a tone and voice that reflects the KiwiCo brand. All written communications should be clear and well-written, free of grammatical errors, spelling mistakes, etc.

  • Provide thoughtful, strategic insight regarding customer needs to our product and marketing teams.

  • Identify and contribute to solving priority issues that need immediate attention.


Required Qualifications:

  • Passionate about customers. You love developing relationships with customers, delighting them with your positive attitude and outstanding customer support skills.

  • Management experience. Demonstrable skills in managing people, experience with remote teams a plus.

  • Metrics-driven. Analyze and assess performance through numbers.

  • Communication skills.  Exceptional communication skills with customers and team members; friendly and pleasant demeanor over email and phone.

  • Hands-on, "get things done" mentality. You thrive in a fast paced, small company environment, are comfortable with high volume of support issues, and both think and type fast!

  • Detail-oriented.  We move quickly, but we bring care and thoughtfulness to everything we do. We care deeply about the details.

  • Resourcefulness.  You see a project from idea stage through successful completion - and whatever it takes to make it a success. Hurdles are inevitable, but you take it upon yourself to take ownership, assess options and get something done.

  • Technical Comfort. You are comfortable working with a variety of systems and basic business tools like Google docs, as well as, ideally, CRM and order management tools. 

  • Work Experience.  College degree preferred. 5-7+ years related experience.  Understanding of basic order fulfillment processes for physical products and customer support experience with traditional eCommerce or subscription commerce is a plus. Customer facing experience preferred.