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Customer Experience Expert

Position: Director of Customer Service

We started ONEHOPE with a mission to use the power of a bottle of wine to bring people together to serve and celebrate the world. We wanted to create a brand that stood for something great and we wanted to build a team that felt like a family. Today at ONEHOPE we create thoughtfully crafted wine and products that all produce a quantifiable social impact. We have spent 10 years building something very special and today we are looking for someone to join our growing team.

We are looking for someone to help build and lead our customer service team. You should thoroughly enjoy making people's day and have a passion for helping customers solve problems. This position is located in Orange County, CA or El Segundo, CA.

You’ll be responsible for developing a customer service strategy and help build a highly passionate team for a very fast growing company. You’ll be providing unprecedented customer service for ONEHOPE via e-mail and phone. You’ll also help us interact with customers via live chat, create and edit help documentation, and train future customer service representatives. In addition, you may be expected to pick up the phone as needed to help customers answer more complex questions. You’ll work scheduled shifts with the expectation of being flexible to be available as needed.  

You’ll be expected to answer about 50-75 emails/inquiries per day once you’re fully up to speed (2-3 months or thereabouts). This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load – you’ll get all the love and help you need along the way!

What You’ll Be Doing:

  • Become an ONEHOPE expert and provide documentation updates to our knowledge base.
  • Manage and train an outsourced customer support team which is already in place.
  • Hire and develop an in-house customer service team as the business is growing
  • Assess nature of product or service issues and resolve basic to complex support problems for customer inquiries received via email, live chat and phone.  
  • Work is performed under limited supervision with considerable latitude for the use of initiative and independent judgment.
  • Participate in training employees across departments.
  • Management and supervision of DTC and wholesale shipments efficiency and developing appropriate set of KPIs
  • Liaison as appropriate with other departments (Technology, Marketing, Sales) to capture feedback on customer and consumer’s experience

Experience and Skills Needed:

  • 4 years of customer support management and experience dealing with complex issues, troubleshooting, and problem resolution, preferably with an eCommerce company.
  • Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
  • Must demonstrate strong communication and interpersonal skills.
  • Requires basic software knowledge, strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly.
  • Must be able to efficiently manage multiple projects and tasks at the same time.
  • Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

Competencies Valued:

  • Displays passion for and responsibility to the customer.
  • Displays leadership through innovation in everything you do.
  • Displays a passion for what you do and a drive to improve.
  • A strong drive to complete tasks.
  • Displays personal and corporate integrity.

What’s In It For You:

  • A best in class team and company culture
  • A fun, but very hard-working and dedicated environment
  • Medical and dental benefits
  • Paid vacation and holidays
  • Casual dress code


Sound Like a Good Fit?

We’d love to talk to you!  Please submit the following to apply:

  • Resume (including months/years of employment for each position)
  • Cover letter explaining:
  • Why you want to work in customer care.
  • Why you want to work at ONEHOPE and not somewhere else.

*Must already be authorized to work in the United States on a full-time basis for any employer.

**This job is based in Orange County, CA or El Segundo, CA  

About ONEHOPE:

Located in the heart of Napa Valley, ONEHOPE’s mission is to bring people together to celebrate and serve the world. Each of ONEHOPE’s thoughtfully-crafted products supports a charitable cause, empowering people to do more good through everyday actions. Primarily produced in collaboration with Rob Mondavi Jr., ONEHOPE provides award-winning wine with a measurable social impact. Since its launch, more than $2.3 million in donations have been made to help feed the hungry, provide clinical trials for cancer patients, find forever homes for shelter animals, and much more.

 

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