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Cutting-edge Technology to Dramatically Reduce Food Waste & Improve Operational Efficiency

Customer Success Manager

$80k – $90k
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THE POSITION

Copia is looking for a Customer Support Manager who has a mind for logistics and a heart for people, with a passion for our mission to end hunger and food waste. This is a professional, customer-facing role that is critical for both the internal and external success of the company. Bring an appetite for providing an excellent customer experience. The ideal candidate will be dynamic, flexible, and upbeat, with experience working in a fast-paced paced environment, to effectively manage Copia’s partners and, potentially, a rapidly growing CSM team.

The Copia Customer Success Manager is responsible for managing customer relationships that promote retention and loyalty. This role’s responsibility is to work closely with customers to ensure they are satisfied with the services they receive and grow these important partnerships. The Customer Success Manager reports into the Vice President, Head of Partnerships.

ABOUT YOU

Mindful and excellent listener.
Results-oriented and a performance-oriented work style, creativity, entrepreneurial qualities, personal maturity
Experience in customer service with excellent written and verbal communication: you take ownership of issues and see them through to resolution
Self-motivated and innovative: you thrive in a fast-paced environment, and drive toward continuous improvement
Analytical: you have a keen eye for evaluating processes, proposing improvements, and implementing new ideas
Humble: you’re open to giving and receiving direct feedback, and excited to mentor and potentially grow a team
Comfortable wearing many hats: you’re skilled at planning, organizing, and executing simultaneous projects and activities. You can prioritize high-impact activities and keep complicated projects moving forward.
Hyper-reliable: you loathe letting people down but are able to prioritize.
Collaborative: you’re managing the heart of what Copia does, working with every team to ensure continued growth and excellence is achieved.

RESPONSIBILITIES

Oversee day-to-day nationwide customer support
Build out Customer Success processes
Work directly with operations and sales leadership to ensure the best experience for our customers
Onboard new clients - Plan and execute large-scale rollouts of Copia’s service with a variety of enterprise customers. Through on-boarding and training, the CSM group ensures that all stakeholders are engaged and expectations are being set. At every point, the team collects, analyzes and then uses data to make the customers’ experience of Copia’s offering seamless and meaningful.
Customer Success Managers may gather feedback from their customers, study other customer success programs and analyze customer data to identify best practices.
Customer Success Managers must know the company’s products inside and out. They are often called upon to provide technical support to customers or to provide training on Copia’s services.
Continually guide and educate clients on how to maximize their use of Copia
Solicit client feedback
Notify process problems & challenges to sales, operations and marketing departments
Drive new ideas and process improvements across all of Copia’s operations and customer support
Design cross-functional processes and internal workflows
Update and document all activities for new accounts

QUALIFICATIONS

4+ years of experience in a customer success role
2+ years of experience in management position, preferred
Background in real-time operations, customer support, or other relevant fields
Track record of setting goals and successful execution
Extremely organized and efficient
Outstanding verbal and written communication skills
Ability to listen
Experience with Customer Relationship Management (CRM) software such as, Salesforce

AS PART OF THE TEAM, YOU’LL ENJOY

The hustle of a startup with the impact of a global business
A unique opportunity to solve some of the industry’s (and the world's) most exciting and pressing problems
The opportunity to join this team at the ground floor to help build a world class customer service team
Unlimited vacation and flexible working hours
A modern, uplifting work environment in an ideal location in SF
Working with an extraordinary team of smart, creative, fun, and highly-motivated people

ABOUT US

At Copia, we believe that in a world with so much abundance, hunger should not exist. We deem it America’s -- and the world’s -- dumbest problem, and we are going to solve it. With COPIA, businesses and events schedule pickups of their excess food which we deliver to communities in need. Our online and mobile platforms streamline food recovery and distribution, eliminating both hunger and food waste. We are on our way to feeding 3 million people this year.
COPIA is a top 8, Y Combinator W16, venture-backed company. Our investors are seed investors in Uber, Eaze, Handy, and Lime just to name a few.

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