Customer Service Manager - Stealth Vehicle Service Platform Startup

| Greater LA Area
Job Description:
ABOUT BCGDV:
BCG Digital Ventures is an ever-growing global team of entrepreneurs, designers, engineers, venture architects, product experts and investors. We invent, build and invest in startups with the world’s most influential companies. The business ventures we create build strategic advantages for some of the most important global companies and help them own the next horizon of innovation.
 
ABOUT THE VENTURE:
We are getting ready to launch and scale an automotive service startup that could transform the customer vehicle ownership experience. The vision is an end-to-end vehicle service platform that connects customers with repair shops leveraging the industry’s most advanced data platform. Financially backed and operationally supported by one of world’s most recognized automotive companies and BCGDV, this startup is well positioned to disrupt the $50B US auto repair industry and targets to touch over 100M cars in the US alone, infusing cutting edge technology into an industry primed for innovation.
 

Responsibilities:

  • Create policies and procedures that optimize the customer experience
  • Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
  • Establish policies the entire staff can adhere to so all customers receive the same quality of service.
  • Engage customers in a meaningful way leveraging our digital platform in a manner consistent with the company's mission, brand and reputation
  • Ensure all customer needs are met, including answering their questions, resolving any issues, and connecting them with additional resources
  • Effectively communicate relevant product features and benefits, consistent with company-approved guardrails
  • Deliver amazing customer support through live chat, email, and phone for customers
  • Skills and Experience:
  • Knowledge of customer service practices
  • A passion for the customer and their experience
  • Demonstrated customer focus
  • Demonstrated team-management focus
  • Bachelor’s Degree or equivalent in experience and education
  • 4+ years of experience working in customer service involving a high degree of customer interface, experience within the automotive market preferred
  • Experience working with automotive professionals preferred
  • Excellent communication skills (written & oral), interpersonal, and presentation skills
  • Proven success at sales and/or customer service over the phone, email, chat, or video
  • Ability to multi-task and manage multiple, different work streams and tools
  • Ability to work independently with limited supervision
  • Ability to work with demanding customers
  • Willingness to work hard and have fun
  • Ability to type in excess of 45 WPM with 95% accuracy
  • Demonstrated patience, empathy, and balanced decision-making skills
  • Ability to communicate effectively in Spanish, in writing and verbally, a plus
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Location

We sit at the center of the El Segundo/Manhattan Beach tech community, walking distance to dozens of eateries and less than 2 miles from the beach.

An Insider's view of BCG Digital Ventures

What’s the vibe like in the office?

The Center is an interesting mix of east-coast grit and west-coast chill. There’s always something new to explore and learn, as most DVers have a wealth of business and life experience. Lunches (and occasional late night dinners) are eaten family style and the people are supportive, which helps us all keep calm during high-stress situations.

Lydia

Strategic Designer

What does your typical day look like?

One week I am flying to a far flung city to understand big customer and market frictions, the next week we are ideating on how we solve these challenges. By far, some of the most interesting and fast paced work I have ever been part of.

Louis

Senior Venture Architect

How has your career grown since starting at the company?

I came to DV from an event background and was hesitant to take a job as an Executive Assistant – I had never been an assistant before and didn't know the ropes. Over time, I was encouraged by my line manager and others to take on new challenges and my responsibilities grew to managing all center events, furthering the DV vision alongside Joe Takai.

Lisa

Center Project Associate

How do you make yourself accessible to the rest of the team?

I maintain multiple (8+) mentor relationships across functional groups and at all levels of seniority. This enables me to have 1 on 1 conversations biweekly or monthly where I can listen to questions, concerns, and aspirations, and also share my vision or objectives.

Hans

Partner

How does the company support your career growth?

Long-term career success is determinant on you making a name for yourself-- not only at DV on the project you're on, but longer term in the industry. I always try to find ways for my team to develop their personal brands and show them off as experts. Our employees' personal growth, visibility and brand is just as important as our ventures.

Tony

Product Director

What are BCG Digital Ventures Perks + Benefits

BCG Digital Ventures Benefits Overview

Employee well-being = Priority #1

Nothing matters more to us than the success and well-being of our employees. That is why we pair our comprehensive and competitive benefit options with a broad range of localized incentives and advantages that come with life at DV.

We’re focused on creating tools and resources that will help you live a healthy and balanced life, and our generous regional benefits encourage you to spend time with the people and hobbies that inspire you the most.

We want you to plan your life’s journey with us and engage in creative learning opportunities at global scale. Venture with us today, and you’ll enjoy all of the benefits DV has to offer.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
In addition to a traditional 401(K) offering, BCG Digital Ventures offers a Profit Sharing Retirement Fund, which contributes an additional 7% of your base salary to a retirement fund on your behalf.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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