Head of Customer Care

About Brava:

We’re a technology and consumer hardware company focused on elevating in-home cooking and eating experiences – we are making home your favorite place to eat! Our cross-functional, passionate and experienced team of engineers, scientists, chefs and creatives has shipped products like the August Lock, Pebble Smartwatch and iPhone, and led multiple companies to high-profile exits. Are you a foodie looking to work with an amazing team that will challenge, support and inspire you? Let’s talk!

 

The Role:

We are looking for an inspiring and world-class leader for Customer Care for Brava.  The position is responsible for delivering great experiences for, and maximizing the satisfaction of, Brava’s customers through web support and internal and outsourced customer care teams.  This position is based in Redwood City, California and reports directly to Brava’s Chief Operating Officer.

 

Things You'll Own/Do:

  • Ensure exceptional day-to-day operation of Brava’s Customer Care teams through effective use of training, quality assurance, knowledge management systems, and scheduling  

  • Effectively leverage internal and outsourced resources to manage workload and customer demand

  • Ensure the highest targets for Net Promoter Score (NPS) and team productivity are met by Customer Care

  • Work with Brava’s engineering teams, leveraging on-device diagnostics and web tools to reduce contact rates and improve customer experience based on analytical data

  • Collaborate with Brava’s reverse logistics and engineering technician teams to optimize the customer experience in the event any product service is required

  • In collaboration with Brava’s head of procurement, lead the selection and launch of an outsourced provider of voice, email, and chat support to complement Brava’s internal team.

  • Drive customer care strategy for Brava, working closely with Brava’s Chief Operating Officer and other business leaders to integrate into broader company plans

  • Work closely with functional leaders and teams to collaborate on company-wide customer experience initiatives

  • Communicate with other internal teams (e.g., Product, User Experience, Marketing, Legal) to understand customer needs and to ensure that exceptional service is provided

  • Be an expert on Brava’s products, from how they work to how customers use them and everything in between

 

Our Ideal Candidate Has:

  • 5+ years of management experience in inbound customer service operations

  • Experience leading large outsourced customer service teams

  • Experience providing customer service for consumer hardware products

  • Strong focus on results

  • Strategic thinking

  • Flexibility and adaptability

  • Demonstrated leadership within and across teams

  • Ability and desire to understand goals and priorities of other teams and is able to effectively work with all members of other teams

  • Player/coach mindset; ability and desire to both manage and “roll up your sleeves” as we ramp Brava’s business

  • Passion for food, eating and cooking

 

Bonus Points For:

  • Experience managing large budgets

  • Diverse background that may include experience with marketing, product management or project management

 

Why You Should Work Here:

  • You’ll be compensated with competitive salary, equity and benefits

  • We’ll trust you to do things right

  • Your feedback and opinions are valued and heard

  • We’re at an early stage and provide significant career growth opportunity

  • You’ll be creating something that people love and use on a daily basis!