Warranty and Support Manager - CX

March 19

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Caraway Home

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Caraway Home is a company specializing in high-quality kitchenware and cooking essentials. Known for their non-toxic, ceramic-coated cookware, Caraway combines thoughtful design with functionality to offer aesthetically pleasing and safe cooking solutions. Their product range includes cookware sets, bakeware, food storage options, and an array of kitchen accessories, all designed to make cooking easier and more enjoyable. Caraway is committed to providing kitchenware that is free from harmful chemicals, ensuring a healthier cooking experience. The company also emphasizes convenience with easy-to-use storage solutions and customer-friendly purchase policies.

11 - 50 employees

Founded 2018

🛒 Retail

🛍️ eCommerce

💰 $35M Series A on 2022-09

📋 Description

• Caraway is seeking a Warranty & Support Manager, CX to optimize warranty claims process • The role involves driving efficiencies in post-purchase support and ensuring high customer satisfaction • Collaborate with cross-functional teams on warranty-related concerns and technology improvements • Focus on project management and enhancing the overall customer journey • Proactively address product-related issues and improve warranties

🎯 Requirements

• 5+ years of experience in warranty operations, customer experience, or a similar field • 3+ years of people management experience • Excellent understanding of warranty policies, claims processing, and post-purchase customer support in ecommerce and consumer products • Demonstrated ability to use data and metrics to drive decision-making and process optimization • Exceptional communication skills, with the ability to collaborate across departments and influence outcomes • Experience managing and working with outsourced teams, preferably within a BPO environment • Familiarity with ecommerce platforms, helpdesk tools, and CRM systems (Shopify and Gladly experience preferred) • Strong problem-solving and organizational skills, with the ability to prioritize and multitask effectively • A customer-first mindset, with a commitment to building trust and loyalty through thoughtful and efficient support • Bonus: Experience with ERP systems such as Fulfil.io and familiarity with warranty or service contract software.

🏖️ Benefits

• Health, dental, and vision offerings for you and your dependents • Equity for full time employees • Unlimited PTO • 11+ paid holidays • 3 months Parental leave • Fully Remote Company • Company-sponsored monthly wellness stipend • Company-sponsored monthly coworking stipend • Pre-tax Commuter and FSA/Dependent Care FSA, and HSA options • 401(k) plan + Employer Match • High quality home and kitchen product + swag, F&F discounts