Company Description

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.
We believe that music makes the world a better place, which is why our mission is to make the world more musical. Through Reverb Gives, a portion of every sale provides youth music education programs across the world with instruments they need to make music.

Job Description

We are looking for a Senior Director, Customer Experience to lead our Customer Experience team. You will be responsible for enhancing the customer Experience on Reverb by providing high quality, efficient, and scalable support when and where customers need it, developing policies and plans for how we will support Reverb’s customers around the world and leading the interaction with other teams at Reverb to ensure we are constantly improving our product to address buyer and seller pain points.. In short, we in Customer Experience are the team responsible for ensuring the aspiring musicians, musicians and music instrument sellers have a wonderful experience on Reverb

You will own the roadmap and plans for support at Reverb and the delivery of it to our most valuable buyers and sellers. You will lead a hardworking and eclectic group of 45+ support professionals in our Chicago and Amsterdam offices. You will thoroughly understand the Reverb customer experience and use that knowledge to craft experiences that meet and exceed our customer expectations and also scale to our millions of users worldwide. When not crafting and testing new support processes, your teams will advocate for and enforce policies that enhance the experience for the Reverb community

This is a full-time position located (eventually) in Chicago, reporting to the CEO. We’re also open to remote hires within many of the U.S. States, but there must be a commitment to travel to Reverb’s Chicago office as much as needed to effectively perform in the role. For candidates who will work remotely visit this link for a list of approved locations.

About the Role

• Your team's mandate is to build and iterate on the best possible support experiences that scale to millions of buyers and sellers, and deliver outstanding support to our highest value customers.

• Evidence of success in this role will be best-in-class Quality Engagement Scores (QES), fast response times, incremental revenue from servicing interactions and strong leadership and development of your team.

• Your immediate peers are the other members of Etsy’s executive leadership team that you work side-by-side with to ensure the processes your teams build match Reverb’s overall business strategy, are backed up by solid tooling, training & documentation, and are executed as expected by our global vendor network of support advisors.

• Aside from building the best support models, your teams are the primary point of contact for Reverb’s highest value buyers and sellers and offer consultative advice to drive marketplace GMS and revenue.

• Your organization is also a partner to outsourced vendor teams who rely on your team’s expertise to resolve customer issues in real time.

• To stay close to our customers’ needs, your teams also spend a portion of their time in ‘frontline’ capacities alongside vendors resolving issues across channels as they arise.

Qualifications

• 10+ years of customer support experience including at least 3 years within an organization that generates at least $1B in GMS or Revenue

• 5+ years managing managers in fast-paced, international environments.

• You are extremely analytical and understand the operational levers that can be pulled to manage contact rates, costs per resolution, and core customer experience metrics.

• You thoughtfully balance short and long term business needs to continually improve day-to-day operational metrics, and also maximize customer lifetime value

• You possess awesome executive presence and can clearly articulate strategies, goals and outcomes at the C-Level.

• You are a people person and naturally engage cross-functional stakeholders to collaborate and drive better outcomes for it.

• You have a familiarity with the latest trends in CX strategy and customer support technology including ticketing / help desk platforms.

• Bonus points for having experience in systems implementations and migrations.

• You are adaptable and resilient in nature and quickly pivot - and bring your team along for the ride - as the business landscape evolves.

Additional Information

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:

• 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)

• Life, AD&D, and supplemental long-and short-term disability insurance

• A matching 401(k)

• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays. 

• 18 weeks of gender-neutral parental leave for the birth or adoption of a child

• Up to $7,500 reimbursement of adoption-related expenses

• Paid sabbatical program

• Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!

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