Who We Are
As one of the fastest-growing on-the-go drinkware companies in America, we’ve got a reputation for doing great things. Our vision is simple - bring delight to eating and drinking.
Delight is different to everyone. Whether it’s the perfect cup of coffee, or a water bottle that helps you crush your workout, our mission is to make it look great, function perfectly and cost less than you’d expect.
Delivering on this promise takes extraordinary efforts and exceptional people. Through our teams’ ingenuity and grit, we’ve created a place where the best ideas win, and they can come from anyone. Our culture combines the scrappy spirit of a startup with the perks of a market leader.
We believe the right way to design products starts and ends with two key ingredients: process + people. Process is the path that takes us from ideas to products that are on brand, on time and on budget. People are the secret sauce that adds ingenuity every step of the way.
Together, we navigate each day with optimism, curiosity, a healthy sense of humor and a strong allergy to the word “no.” This desire for better, coupled with a deep understanding of consumers’ daily lives, gets us to meaningful delight.
About The Role
Are you ready to be a key part of a high-performing customer service team? As our Customer Service Supervisor, you will work closely with our Director of User Experience to help oversee and lead a talented team of customer service specialists ensuring top-tier support. Your creative problem-solving will turn escalations into success stories and your insights will help shape the future of our customer experience. You'll collaborate across departments to enhance every customer interaction and drive continuous improvement. If you're passionate about delivering excellence and thrive in a dynamic environment, apply now!
What You’ll Do
- Oversee and contribute to day-to-day customer service ticket resolutions, including providing guidance on how to respond to questions forwarded by the team, researching key issues to inform responses, addressing edge cases related to policy, and fielding customer requested escalations for direct customer follow ups by phone and email
- Become a subject matter expert on the tools that are used within the customer service
- Collaborate with the Director of UXDA to oversee and assess customer service team activities including providing training in all areas of customer service, planning and executing KPIs and strategic decisions, developing reporting dashboards and SOPs, and working cross-functionally to support existing and new customer programs
- Think creatively and passionately about ways to make customer interactions as meaningful as possible drive process improvements where needed
- Assist the Director of UXDA in capturing and reporting on customer insights such as issue frequency and severity, net promoter score feedback, and customer satisfaction surveys across all products and brands
- Perform additional duties as needed
Who You Are
- 5+ years experience in customer service, preferably in a retail, sales, or consumer goods environment
- Ideal candidate has previous experience managing a team
- Demonstrated proficiency in Zendesk or similar SAAS platform
- Data driven mindset with knowledge of building out reporting dashboards and KPIs
- Enthusiasm for learning and professional growth within a dynamic environment
- Ability to embrace transparency and adapt to shifting priorities, while learning from each decision and maintaining focus on progress
Benefits at Leapfrog
- 15 days Paid Time Off your first year, and an additional day each year thereafter (up to 25 days), as well as company paid sick days, holidays and parental leave options
- Medical, dental, and vision insurance as well as commuter benefits and additional voluntary benefits
- Annual bonus payouts and up to a 5% 401k match for all eligible employees
- Summer Fridays - from Memorial Day to Labor Day enjoy half days every Friday
Note: Leapfrog is currently operating under a hybrid work model, and this position will report on site to our Lincoln Park office at least 2 days per week. Additional ad-hoc in office days may be required based on business needs. Please do not apply if you are not comfortable with a hybrid work model.
Leapfrog Brands is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. Please note, we are unable to offer sponsorship or relocation for this position, and all new hires will be required to verify their employment eligibility through the DHS E-Verify program.
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