Head of Customer Experience

| Greater LA Area
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HEAD OF CUSTOMER EXPERIENCE 

Within is searching for a Head of Customer Experience to maximize the value of our customers' experiences with our products and to build strong relationships that reflect our brand and mission. This role will be instrumental in supporting our customer’s experience. 

The impact you'll make:

You will advocate for our customers and engage in ways that ensure a great experience with our products, services, and community. Managing and building lasting customer relationships, you will be the point person for educating, advising, and empowering customers to get the most from their membership. Your main goal is to ensure customers have an incredible experience with Within products. You will represent the company as their trusted partner. You will become the most visible touch point for our customers to Within. 

What you'll do: 

  • Serve as the primary point of contact for potential, new and existing customers
  • Help customers with their onboarding process, to ensure they have a positive experience
  • Understand and manage plans for each customer as it relates to our business. This includes learning strategy and maximizing engagement
  • Partner with business development, product and marketing teams, to discuss customer activities and relationship with our products
  • Research and identify trends and pain points to provide recommendations based on customers’ feedback and needs
  • Check in on customers regularly. Notify customers of new features, releases and/or updates
  • Maintain a thorough understanding of our products, keeping updated with the latest information, and communicating these changes with our customers. 
  • Lay out the structure and foundation for ramping up the customer service team

What you'll need to be successful:  

  • 5+ years professional work experience in a customer service leadership position
  • Experience managing customer service team members
  • Strong relationship building skills 
  • Thorough understanding of technology trends and products
  • Strong verbal and written communication skills
  • Problem-solving skills, with proven experience troubleshooting on the spot
  • Results-driven and self-motivated personality 
  • Exceptional multi-tasking abilities 
  • Great organizational skills with attention to detail

Bonus points for :

  • Previous experience working with VR/AR products
  • Previous experience working in Marketing or Sales departments 



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Location

Within is based in Los Angeles, California, near the beautiful downtown Culver City area. Conveniently located steps from the city's top restaurants.

What are Within Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
100% coverage for employees, 50% coverage for their dependents.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
We work with Helpr to support our working parents by paying a portion of their premium.
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
3 weeks of vacation for your first two years. After 2 years, you will earn 4 weeks.
Paid Holidays
We provide up to 14 paid holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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