Head of Customer Care

| Greater LA Area

Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBank, Sequoia, Atomico and GV (formerly Google Ventures). We have 800+ team members and tens of thousands of customers in 7 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!

At Clutter, we're fortunate to be providing a consumer value proposition that people love and one that makes economic sense - a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we're focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we'll always be transparent with you and respectful of your time.

The Opportunity:

We are looking for a Head of Care to run and scale Clutter’s Customer Care and Claims teams, which operate in a B2C call center environment. Customer experience is a critical part of Clutter’s overall product offering, which aims to make every customer’s life more convenient. The person in this role is directly responsible for leading the teams that deliver a quality experience to all of our customers. This position reports directly to the Director of Customer Experience.

As the Head of Care - you will:

  • Manage a growing team of 25+ local customer care agents and 3 supervisors by providing ongoing feedback and coaching
  • Identify and evaluate top talent during the recruitment of new agents, and ensure quality by putting new hires through a rigorous training bootcamp
  • Serve as the resident expert on all Clutter customer policies and procedures
  • Handle customer service escalations that may arise within operations
  • Lead day-to-day operations with an extremely high attention to every detail from staffing to compliance
  • Enforce and strengthen Clutter’s performance management culture by creating performance improvement plans and identifying training opportunities
  • Collaborate cross-functionally with the Product, Engineering and Operations teams to optimize the customer experience
  • Drive continuous improvement of the customer experience by leveraging data-driven decision-making

What we're looking for:

  • Bachelor’s degree from a top university
  • 7+ years of customer service/support or operations management experience, including experience managing Supervisors/Managers
  • Experience building, coaching and training teams in a fast-paced environment (Tech company or startup background a plus!) 
  • Strong cross-functional communication skills
  • A passion for process and extremely high attention to detail
  • Ability to handle multiple priorities and meet deadlines in stressful situations
  • Flexibility to work in a fast-changing environment with priority shifts and ambiguous situations
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • Internal A/B Testing PlatformAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • Pivotal TrackerManagement
    • Internal CRM platformCRM
    • SendGridEmail

Location

Clutter is conveniently located in the middle of the trendy Hayden Tract in Culver City, minutes from the metro stop and downtown eateries.

An Insider's view of Clutter

What are some social events your company does?

During our hackathons, our Product and Engineering teams get together with the rest of Clutter to identify and solve existing and future challenges and deliver a working tech solution within 48 hours, including a chatbot to automate customer interactions and a robot prototype for our warehouses!

Dean

VP of Engineering

What projects are you most excited about?

I love bouncing around from building an A/B testing platform from scratch to launching new verticals to automating processes that make our teams more efficient. I'm now helping Clutter diversify its marketing funnel by expanding our SEO efforts. It's a mix of design, data, strategy, and automation, and it let's me flex different product muscles!

Liora

Senior Product Manager

How does the company support your career growth?

I joined Clutter as a Jr. Marketer, was promoted to Manager within a few months and most recently moved to the Product team! I’ve not only experienced a great deal of professional growth, but my career has been shaped entirely.

Allie

Associate Product Manager

How do you empower your team to be more creative?

We share the product specifications with all engineers in advance and let them express their feedback and technical opinions so that both Product and Engineers are aligned in understanding what we are building, why, and in which timeframe.

Chris

Director of Engineering

What's the biggest problem your team is solving?

We are obsessed with redefining the storage customer experience using technology. Our field operations are complex and communicating the right information at the right time is important so customers can plan their day accordingly. Real-time, thoughtful communication makes an already stressful process of storing and moving that much easier for them.

Brett

Associate Product Manager

What are Clutter Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Company sponsored family events
Acme co. sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Mentorship program
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