Customer Experience Manager - China

Perpetua Labs, China

See jobs at Perpetua Labs

Duration: Full-Time

Perpetua's mission is to give superpowers to anyone that sells online by building best-in-class ecommerce advertising products. At the moment, we help agencies, brands, and sellers win on Amazon, Instacart, Walmart, and Target by analyzing large amounts of data and using AI to develop smart optimization algorithms that drive transformational sales growth for our clients.
We are looking for a Customer Experience Manager to lead a team of Customer Experience Specialists and work with our account management team to support our growing customer base by ensuring our customers’ campaigns are optimized as best as possible and that they love Perpetua. 

Whats Expected of this Role

  • Lead and continue to develop all aspects of the customer experience segment of the business
  • Ensure our company is measuring and focusing on key support metrics: CSAT(Customer Satisfaction Score), FRT(Fast Response Time), Full Resolution time, etc
  • Build, manage, coach and grow a team of support specialists to support and potentially to other regions as well
  • Own all customer support content (articles, blogs, FAQ, videos, etc.) that showcases Perpetua is a an approachable thought leader and trusted expert in digital advertising and Amazon
  • Evolve and grow our customer community Wechat channel
  • Enhance our client onboardings to institute excellent user behaviour
  • Establish best practice for growing our entry level users into more sophisticated (tactics and spend) customers
  • Ensure Perpetua’s confident, friendly, trustworthy and helpful voice comes through in all customer interactions
  • Proactively analyze client data and internal team’s metrics to ensure we continue to serve our client’s needs and can scale efficiently
  • Excellent collaboration with Customer Success, Product, Engineering and Sales teams 

About You

  • 4+ years in a B2B SaaS company
  • 1+ years managing and developing a support team
  • You care deeply about your team members and customers
  • You have the ability to be an individual contributor and a coach
  • You take every customer interaction as an opportunity to create a touchpoint and win them as a champion
  • You want to go beyond your everyday responsibilities where you see the ability to create value and seek opportunities to evolve redundant tasks into a structured process that can scale effectively
  • You make an effort to solve a problem for a customer before they have to bring it up to you
  • You are crafty, creative, and scrappy and you love to learn
  • You are hungry to be a part of a company that’s on a trajectory of rocketship growth, and are willing to do whatever it takes to help us achieve our potential 

Bonus Point

  • You have Amazon marketplace domain expertise
  • You have experience to build a large-scale of support team across the regions
At Perpetua, we are dedicated to pursuing and hiring a diverse workforce with varied experiences, perspectives and opinions. We believe diversity helps our team perform better and enables us to build an outstanding product for our customers. We are an equal opportunity employer and are committed to work with applicants requesting accommodation at any stage of the hiring process.

About Perpetua Labs

Perpetua is building a digital growth engine for e-commerce. To date, we've taken several Amazon products from $0 to well over $1 Million and we're growing quickly.

Perpetua Labs

Want to learn more about Perpetua Labs? Visit Perpetua Labs's website.