Head of Customer Experience
Want to challenge yourself at a high-growth startup AND make a difference in the world?
A bit about us:
Hi, we’re Who Gives a Crap! We make eco-friendly toilet paper (as well as tissues and paper towels) and donate 50% of our profits to help build toilets for the 2.3 billion people in need.
We absolutely love doing good, but we’re also exceptionally good at it. To date, we’ve donated roughly AUD $8.4 million to fund sanitation projects around the globe. We’ve grown quickly – selling directly to customers across three continents and establishing a strong B2B business in Australia that’s expanding to the UK market this year. We’re working hard to reach our ambitious goals and diversify our product range to ensure we can have the greatest impact possible – both for the planet and its people.
Our team currently consists of over 80 amazing humans working across hubs in Melbourne, Manila, Los Angeles and China. With your help, we’re hoping to increase our annual donation 10-fold in the next couple of years and continue to make the most beautiful, eco-friendly goods around.
A bit about the role:
This is an exciting opportunity to lead our largest (and arguably most spirited!) team into their next phase of global growth. Spread across Melbourne, Manila & LA our Customer Experience function is made up of customer support, operations and community-focused teams. Our mission is to deliver low effort, human-y and feel-good customer experiences, and to keep everyone within Who Gives A Crap truly connected to our customers and community.
Reporting into our Exec team, you’ll represent CX on our Planning Team (clue is in the name, this is our leadership team who are responsible for planning and paving the way for our team to hit our company goals). Collaboration will be key to your success and you’ll regularly bring together our Digital Product, Logistics, Production, Growth & Creative teams to help identify what priorities will reduce customer effort and step-change our customer experience.
You’ll also make sure that we’re getting real value from customer feedback. You’ll design processes and structures that deliver actionable insights and reporting across the business, allowing us to measure and track progress against experience initiatives, decide where we focus next and ensure the customer is always at the centre of decision making.
You’ll help us to further grow customer relationships at scale and lead the evolution of our vision & strategy for global customer support, planning for operational needs whilst also nurturing our people and culture. You’ll think big and evolve WGAC CX into a multi-brand, multi-product and multi-language support organisation. Wow.
If you worked here this past month here are some things you might have been involved in:
- Collaborated with key partners to reimagine our NPS strategy to maximise insight & align on experience improvement priorities.
- Led a team-wide response to a big ‘Oh Crap’ moment (the TP apocalypse), when panic buying swept the globe and your team’s workload quadrupled overnight. You ensured we had a plan in place to keep our support experience on track and still delightful for the customer.
- Worn a unicorn mask and danced through the frame of our latest Facebook ad, shaking rolls of toilet paper on the way through. Oh, did we mention the confetti?
- Designed and led a CX team workshop, going deep on the upcoming financial year strategy, what it means for us and getting the team inspired to look and plan ahead.
- Collaborated with our People & Culture team to explore how we can best support customers in the EU, and mapping a number of scenarios for growing local market teams.
- Brainstormed with the Creative team about new inbox onboarding opportunities.
- Participated in our quarterly planning session, aligning on our cross-functional priorities for the next quarter.
- Drafted and reviewed the CX team’s quarterly OKRs, getting feedback from your team and other teams.
- Took some quiet time to figure out how to help your team members get quiet time! (i.e. How do we ensure our team has the space to innovate and think creatively about all things customer-related?).
- Had a blast writing up a Slack message (GIFs included, of course) to announce an exciting team promotion.
- Shared a few provocative articles about unique ways to rethink our customer experience to be more delightful and higher performing.
Let’s talk about you
You really (like really) love people
Whether it’s with team members, business partners or our customers, you have a genuine passion for connecting with people, building long term relationships and achieving more together. You understand that team experience has a direct impact on customer experience, and you find yourself saying ‘we’ far more frequently than you say ‘I’ (and not just because you sell toilet paper).
You know that knowledge = power
You know that in order to deliver outstanding CX it’s vital that we have structures and processes in place that track key experience indicators, measure their impact and uncover opportunities to do better. You get excited by capturing meaningful data that enables everyone to make more customer focused decisions.
You get the important of balancing deliver & delight
We’re in the business of delight. It’s the absolute core of our brand and something that our customers love about us the most. But you know that delight moments can only exist if you’ve delivered on the basics. When we say effortless, we mean doing the basics so damn well, that delight can shine without distraction.
You’re a massive CX nerd
You understand where technology solutions like chat bots, AI and predictive support tools add real customer value, but also where a human touch just can’t be beat. You’re excited by the challenge of figuring out where tech solutions can help us scale rapidly, but also create space for our team to spend more time on the moments that are vital for relationships building.
You pave the way for people and the plan
You’ve had plenty of experience defining and driving strategic roadmaps and you also know how to steer everyone in the right direction. You are comfortable and skilled at leading a global team and working cross-functionally to ensure everyone is engaged, effective and enjoying themselves. Your crystal ball vision helps you stay a few steps ahead and you proactively seek to fill gaps in your knowledge to understand what might lie ahead.
You’re a roll model (pun intended)
You care deeply about getting the best possible customer outcomes, and it shows. We’re looking to you to help us grow our Customer Experience and Customer Happiness teams in more ways than one.
You give a crap
Yep. We’re all here because we genuinely want to make the world a better place with our work, and we want you to want that too! Awwww.
Why you should work with us
Every minute you spend working with us, you’re making a difference. The more we grow, the bigger an impact we’ll have. Sell your soul no longer! We think that’s a pretty great perk, but we don’t stop there…
If you have a great idea, we’ll do everything we can to make it happen. This is the kind of role that will be hard to find anywhere else: you’ll work with an incredible bunch of passionate people to grow a fast-paced startup at a crucial point in its trajectory.
The job is also amazingly flexible, something we’re working hard to hold onto even as we grow super quickly. We started the business remotely, and now have hubs in 4 cities around the world. While the Melbourne team spends a few days of the week together in our coworking space in Collingwood, you can also mix it up and work in your PJs from home or set up office at the beach, up to you! And while we don’t have a Friday drinks cart (yet), you will get free toilet paper. A lot of it. And nothing beats that.
Lastly, you get to say the word ‘crap’ more than in any other job. Guaranteed.
This depends on your experience but just because we’re a social enterprise doesn’t mean you’ll get paid peanuts. Think chocolate covered macadamia nuts with some extra perks thrown in. In other words, we pay competitively and are determined to make this the best job you’ll ever have – you won’t ever want to leave!
On top of the normal perks like annual leave, we also provide flexibility to take extra unpaid leave or travel while working, we provide a health insurance stipend, generous parental leave, training and development budget and a whole lot of other stuff. And did we mention the free toilet paper?
We are open to hiring this role in our Melbourne or Los Angeles hub, though we will expect that anyone filling this role in Los Angeles will be up for working some alternate hours to ensure proper cross-over time with our CX and Customer Happiness Team members based in the Philippines.