CandleScience - Candle Making Supplies | Soy Wax, Candle Fragrance Oils, Candle Jars and more! - CandleScience
The Position: Customer Support Manager

As the Customer Support Manager at CandleScience, you will direct the daily operations of a tight-knit customer service team with the goal of providing the most pleasant, knowledgeable, and empowered support possible.

This position requires strong communication skills, a desire to connect with both customers and team members, and a data-driven approach to problem-solving. Our ideal candidate is an analytically-minded, career service professional with experience managing a high-volume, team-oriented department.

You will be expected to conduct regular analysis of customer support data and develop strategies that turn data into action. You must thrive in a small, fast-paced environment, and stay up-to-date with current candle and soap making trends and techniques. If you’re not a self-starter or lifelong learner, you won’t want this job!

 

Responsibilities:
  • Direct the daily operations of the existing customer service team
  • Plan, prioritize, and delegate work tasks of representatives
  • Identify and implement strategies to improve quality of service and productivity
  • Handle complex and escalated customer complaints and service issues
  • Track and analyze key performance indicators and departmental growth
  • Work to understand and improve our customer’s experience
  • Communicate the needs of the department to the rest of the team
  • Provide ideas and initiatives to improve the customer experience
Requirements:
  • Exceptional written and verbal communication skills
  • Familiarity with social media and modern communication channels
  • Computer fluency, including experience with Mac OS, G Suite, MS Office
  • BA/BS degree preferred
  • Bilingual (English/Spanish) preferred
To Apply:

Please email your resume and a cover letter letting us know why you’re perfect for the job to hiring@candlescience.com. No phone calls please!

Work Life

Headquartered in Durham, NC, we’re surrounded by great restaurants, cultural activities, and sporting events. Also known as one of the “Tastiest Towns of the South,” Durham is one of the best places to live and work.

Benefits

Big company benefits with small company culture! We provide comprehensive medical, dental, and vision coverage with low deductibles. All employees receive employer match for retirement contributions of up to 3% of annual earnings. We have liberal vacation policies and offer additional benefits including technology stipends, gym memberships, and company-paid life insurance.

About Us

CandleScience develops and sells candle and soap making supplies. Our customers vary in size from candle and soap entrepreneurs to seasonal hobbyists. We began in 2004 as a two-person startup, and have become the market leader in the industry.

We work hard to develop natural and safe products that push the boundaries of candle and soap making. Our success is a result of our focus on web development, product development, and operations.

We are headquartered in beautiful downtown Durham, NC.

For More About Us:

Our Manifesto | https://www.candlescience.com/about

Igniting Growth with CandleScience | UPS
https://youtu.be/oBqbJPxZxWg

Facebook
https://www.facebook.com/candlescience

Job Type: Full-time