User Success Manager

Responsibilities

• Manage daily operational work to serve the CLO Online user community, including inquiries, support, and website management
• Perform in-depth analysis of user inquiries, support tickets, and user activities on the website and social media channels
• Identify service gaps and recommend effective measures to prevent mishandlings and claims
• Review and improve service processes across the entire chain to enhance customer experience and brand reputation
• Collaborate with web developers to lead customer experience improvements in user workflows, content, and website operations
• Partner with the Marketing Team to plan and execute online and offline events targeting potential and existing subscription users
• Work closely with the Global Online Team to ensure aligned goals and strategies across different regions

Requirements

• 2+ years of experience in business development, operations, customer service, or user research within the tech industry
• Strong project planning and management skills
• Excellent written and verbal communication skills in English
• Agile work ethic with a comfort level in environments involving trial and error
• Critical thinking and creative strategizing abilities
• Ability to work effectively with colleagues across different time zones, cultures, and backgrounds

Preferred Qualifications

• Experience using Zendesk or other CRM systems
• Background or interest in the fashion industry
• Knowledge of 2D/3D CAD software
• Experience with B2C SaaS business models
• Academic background in Statistics, Business Administration, or Information Technology

About the Company

CLO Virtual Fashion is a global leader in 3D fashion technology. Our Global Online team is responsible for the CLO Online subscription business and operations, developing services for a worldwide community of creators. We operate with a tight-knit, start-up mentality fueled by a passion for fashion and 3D innovation.