April 24, 2019

Customer Service Manager

Kion LLC

Customer Service Manager

About Kion
Our purpose is to empower people to live a joyful, adventurous, and fulfilling life. We are an eCommerce dietary supplement and functional food company. Our core values are integrity, joy, adventure, transparency, health, humility, gratitude, and authenticity.

Job Overview
We are looking for a people-person to run, nurture, motivate, encourage, love and grow our great team of Customer Service Reps. Responsibilities include overseeing metrics and CS performance, building out an efficient and comprehensive structure to the CS department (including defining pay structure and ladder of CS team members), improving and continuing to define Kion’s CS policies based on customer feedback and data, and work with the Director of Operations to establish and run an off-site CS team.

The Right Fit
At Kion, we hire for culture first. Then ability. And then skills. Please consider the following when deciding if this opportunity is the right fit for you.

Culturally, we seek team members who are interested in:
Personal Growth
Relationships and people

We seek these core abilities and qualities for this specific role:
Natural orientation to think of the customer experience first
Excellent communication and organization skills
Strategic thinker with creative ideas for building out a department
Energized by the idea of leading and motivating a team
Excited about learning new systems and improving current standard operating procedures
Proven ability to project manage
Strong sense of follow-through and completing tasks
Ability to problem-solve
Adaptable personality
“Can do it, can figure it out” attitude
Wants to lead, and continue to develop and grow as a leader
Navigate conflict and resolution with grace, respect and accountability

As for skills, we are looking for someone who has experience working in a fast-paced environment and responding well to change and new ideas. You need to already possess the following skills or be able to quickly develop them:

Interfacing with the following platforms: Zendesk, Ring Central, Asana, CRM, Slack, Google Docs/Sheets, 1Password
Organizing and navigating numerous communication, project management, and CRM platforms
Experience in an organization and leadership role
Document and contract organization within Team Drive
Strong Communication skills including written (email) and verbal
Organizing multiple schedules and meetings for team members
Developing and maintaining operational systems and processes

People with Whom You Will Interface
Director of Operations
Customer Service Team
Accounting Department
IT Department
Supply Chain Manager

Job Details
Full-Time, salary position ($45-$55k Salary +.5-1% of CS Team Phone Sales)
Based in Downtown Boulder headquarters
Mix of office and remote work
Ability to do extended travel while working (e.g. work remotely from Europe for a month)
Fully covered health insurance
Four weeks PTO + seven national holidays
Monthly team adventures and parties
Annual multi-day team retreat at retreat center
Phone stipend
Gym stipend
Discounted and free supplements
Exceptional opportunities to grow professionally.

Application Instructions
If you want this to be your future, please follow these steps:
Please only apply if you fit the culture, abilities, and skills/experience listed above.
Check out GetKion.com and learn about what we offer.
Send an email to: office@getkion.com with your resume and a link to a 1-2 minute YouTube video explaining why you think you are the right person for this job.

*Please note: in-person interviews in Boulder will take place during Early May with our new, AWESOME Customer Service Manager starting on or around May 20, 2019.

Thank you – we look forward to working with you!

Please send inquiries to Caitlin Welch at cwelch@getkion.com