About Us
Mood is the fourth fastest-growing e-commerce company in the US! We help people buy the highest-quality hemp THC products online. We have 700,000+ customers, over 100,000 5-star reviews, profitability, and we just turned two years old!
Our mission is to help people access safe, high-quality THC products tailored to their use case - from reducing chronic pain to having a fun night with friends.We have a small core home office team with senior employees from Y Combinator-backed startups, SmileDirect Club, and Warby Parker. It’s not our first rodeo (David’s from Texas after all 🤠) - our founders have built and scaled multi-million D2C companies and held key roles at leading startups. We care deeply about creating great products, hiring a world-class team and creating the environment to do our best work.
Position Overview
Our customer success and sales teams are dedicated to providing exceptional service and building strong relationships with our customers. We are seeking a Quality Manager, Customer Interactions to join our team and ensure the highest standards of customer interactions. We are a high-volume Customer Success contact center averaging ~4,000 customer interactions each week across chat, phone, and email.
As the Customer Interactions Quality Manager, you will play a crucial role in establishing, maintaining, and enhancing the quality of our customer interactions. You will be responsible for developing, implementing, and managing a robust QA program from the ground up. You will be auditing the contact center's interactions with customers via chat, phone, and email, to identify coaching and educational opportunities for our team. Your mission is to help guide our customer-facing teams to provide the BEST customer service at all times. This role requires a detail-oriented and analytical individual with a strong background in QA for contact centers. When applying, please use the word 'flower' in your cover letter. Attention to detail is a must!
Key Responsibilities
- Develop and Implement QA Programs:
- Design and implement a comprehensive QA program and Monthly Performance Review rubric for our customer success and sales teams.
- Establish QA processes, standards, and metrics to ensure consistency and accuracy in evaluating agent interactions.
- Review and Analyze Interactions:
- Conduct QA reviews of interactions for 40-55 team members across 3+ interaction types.
- Listening to customer calls, reviewing emails, and reviewing chats to grade the quality of customer service being provided, identify any pain points or education opportunities within the teams
- Use data-driven insights to identify trends, strengths, and areas for improvement.
- Reporting and Insights:
- Generate detailed QA reports and present findings to the executive team.
- Highlight trends, issues, and opportunities for improvement.
- Leadership and Collaboration:
- Eventually, you will build and lead a small team of QA Specialists.
- Mentor and develop team members to ensure high performance and professional growth.
- Work with management teams to disseminate insights and recommendations so they may develop and deliver effective targeted training programs.
Must-Haves
- 3-5+ years of experience in leading QA programs for contact centers.
- Proven experience in building and implementing QA programs from the ground up.
- Strong analytical skills and the ability to interpret data and provide actionable insights.
- Excellent communication skills, both written and verbal.
- Ability to work independently and manage multiple tasks in a remote environment.
- Experience in offering insights to stakeholders and leaders within the company.
- Proficiency in ZenDesk, Kaizo, and other QA software and tools.
Nice-to-Haves
- Bachelor's Degree in a related field
What We Offer
The salary range for this role is $55,000-$75,000 annually with the potential for an EOY performance-based bonus
.
And we have a great benefits package to include:
- Unlmited PTO
- Work-from-anywhere policy
- 401k with match
- Health, dental, and vision benefits
- Paid parental leave
- ClassPass benefit
- Free Friday lunches
- Quarterly massage benefit
Application Process
We respond within 5 business days. A few short interviews followed by a day of real paid work.📜 Apply — send in a short paragraph and your CV📞 Meet the hiring manager - 30-minute call to hear your motivations and answer your questions💻 Work history interview - 30-minute experience discussion👩💻 Day of paid work — work a real problem and get to know what working at Mood is like🎉 Offer — if it’s a yes, we make you an offer!Mood is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
