ABOUT RINSE

Rinse (www.rinse.com) is building the first and largest national, and eventually global, brand in clothing care. We're taking on a massive consumer problem and creating a significantly better laundry and dry cleaning experience through the combination of "smart scheduling" and best-in-class quality and logistics, all supported by a strong technology backbone. We have created a differentiated service our customers love and a profitable business model.

Rinse is backed by a group of leading VCs and CEOs who see the massive potential in what we are doing and know we are the team to do it. We launched in 2013 and are currently in San Francisco, Los Angeles, Washington DC, Chicago, Boston, New York, New Jersey, Austin, Dallas, and Seattle. This is a very exciting time to join our company and help us scale nationwide, while learning from a seasoned, passionate, and high-caliber team.

ABOUT THE ROLE

Rinse is looking for an exceptional Customer Support leader to join our dedicated team. This position will lead the day-to-day operations of the team while reporting into the VP of Customer Experience to assist with pushing forward efforts that consistently improve Customer outcomes. This role requires a strong collaborator, who has the experience and passion to develop processes, and build strong working relationships with employees, customers, and cross functional teams.

We pride ourselves on our team’s customer-first focus which requires a proactive and thoughtful approach. We have a team culture that’s fun, supportive, and serious about customer Satisfaction. This role has close working relationships with our operations, product, and marketing to cultivate tight feedback loops between our services and customer experience teams. The ideal candidate is a strategic thinker with customer service expertise, and a desire to deliver scalable world class customer experiences.

In this role, you will...

• Own day-to-day leadership of a customer care team of 15+ associates and senior associates, including team supervisors
• Empower and motivate staff through positive attitude to establish a culture of high performance inline with our core values
• Ensure we always provide high-quality customer experience and continuously improve our services through suggestions and tight feedback loops
• Conduct regular staff meetings, 1:1s, quality coaching and development of team members
• Craft communications to a variety of audiences with impeccable writing skills
• Handle escalated issues and complaints with tact and judgment
• Lead in recruiting of customer experience associates as needed

As the ideal candidate, you have...

• A Bachelor's Degree or equivalent work experience
• 3+ years experience leading a team of individuals from local and remote locales
• A minimum of 5+ years of experience in a customer service role
• Experience and understanding of CRM solutions, standard KPIs, and customer support metrics
• Passion for helping people and problem solving
• Excellent communication and people skills
• The energy, resourcefulness, and work ethic to thrive in a dynamic, fast-paced, team-based environment

WHY WORK AT RINSE

• We have built a high-caliber team and have a tight-knit, collaborative work environment that values honesty and open communication.
• You will take pride in producing interesting and impactful work at a promising startup that you would be proud to tell your mom about!
• We offer competitive compensation and stock options, in addition to great benefits, including health insurance, 401K, open vacation policy, flexible work and office hours, and Rinse credit towards laundry/dry cleaning!
• We have offices in San Francisco, Los Angeles, Washington DC, Boston, Chicago, New York, Dallas, Austin, and Seattle but we anticipate this position to be mostly remote.

Your application will be handled in accordance with our Candidate Privacy Policy.