Customer Success Trainer at Flowspace

| Remote
Sorry, this job was removed at 11:31 a.m. (PST) on Friday, January 29, 2021
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About Flowspace:
In less than three years, Flowspace has created one of the largest on-demand modern omnichannel fulfillment networks in the country, powered by cloud and mobile technology. We enable hundreds of brands and retailers to dynamically store, fulfill and ship products seamlessly to consumers nationwide from 120+ locations. Join us in our mission to transform a $100 billion warehouse and logistics industry. Flowspace is backed by Canvas Ventures, Moment Ventures, Y Combinator, and other prominent angels.
The Customer Success Training manager is responsible for onboarding new Customer Success team members, maintaining standard operating procedures (SOPs), quality assurance, and other operational projects that help support the Customer Success team goals. You will work cross functionally with other Flowspace teams to streamline and document processes.
While we're based on the westside of Los Angeles, we're open to hiring remotely (within Southern California) for this role. 

What you'll do

  • Create and maintain onboarding and training documents.
  • Lead both new hire onboarding and ongoing training sessions for the customer success teams.
  • Create and maintain all knowledge base and process documentation for Customer Success teams. 
  • Communicate changes to existing processes to Customer Success teams. 
  • Develop and manage quality assurance processes to support department objectives such as CSAT, FRT, etc. 
  • Surface feedback and coaching points to managers for one and one meetings. 
  • Assist in queue monitoring and ticket assignment as needed. 
  • Surface recurring problems and relevant solutions to product and engineering teams. 
  • Support other department projects such as executive escalations, BBB complaints, CSAT reviews, etc. 
  • Promote a team and company culture that encourages top performance and positive morale.
  • Have ability to travel to company headquarters in Southern California for a week per month (once we reopen the office).

Who we're looking for

  • 3+ years Customer Service management experience
  • 1+ years experience in fulfillment, logistics, or e-commerce
  • Service oriented
  • Proactive self starter, who goes the extra mile to get the job done

Bonus Points

  • Comfortable in a fast paced environment and able to make decisions on the spot.
  • Bachelor's degree in operations management or other related fields.

Benefits:
• Meaningful equity in a venture backed start-up
• Competitive Salary
• Medical, vision, dental, life insurance
• 401K Matching
• A clear success path within the company. We want you to grow and lead with us.

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Technology we use

  • Engineering
    • RubyLanguages

Location

Culver City, CA 90066

What are Flowspace Perks + Benefits

Flowspace Benefits Overview

Our employees have full ownership of their work and the autonomy to lead. We believe in empowering you by reinforcing a positive, collaboration-driven career environment. We offer health, dental, and vision benefits, 401k matching, wellness stipend, competitive salary.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Flowspace's team fitness initiatives include In-office boxing classes and monthly gym reimbursement.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Flowspace provides employees with a 401(k) matching plan.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Flowspace's pet policy is dog friendly daily.
Fitness Subsidies
Flowspace reimburses it's employees $50 per month for fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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