Customer Success Lead

Operations · Toronto, Ontario
Department Operations
Employment Type Full time
Minimum Experience Mid-level

Here’s our deal.

Retail is at a turning point. The wholesale industry is a trillion-dollar market split between 1.2MM retailers. In the past, the market had been dominated by big-box stores, largely selling the same products from the same national brands – but the consumer has changed.

 

Today, consumers are purchasing smaller, independent brands that are healthier, more environmentally friendly, more ethical. Consumers have moved their spending to independent retailers (both online and offline) who they share values with, and who provide the best curated selections of craft brands.

 

This is where Hubba comes in. Hubba.com is an online wholesale ordering platform that enables independent grocery stores to find and buy unique food/grocery brands for their store at wholesale prices. We’re a marketplace that allows independent retailers to purchase products directly from the planet’s hottest craft brands to carry on their store shelves. We use a combination of analytics and personal curation to match these retailers with their next best seller.

 

Here’s what the role’s about

We work with the newest and most exciting food and beverage brands in the market and introduce them to independent grocery stores, health food stores, and specialty stores.

 

As a part of this team, you will build structures and procedures that innovate on elements of the customer experience. Your goal will be to ensure Hubba is operating efficient processes, engage with buyers and brands, and provide Hubba users with the ideal experience on the platform.

 

This role will work closely with cross-functional counterparts (i.e. Supply, Demand, DataOps) to lead high impact initiatives and drive them from inception to execution. This means:

  • Managing the customer success team and being responsible for customer satisfaction on the platform, via all channels of engagement
  • Engaging with users on the platform to enhance the operational performance of users across the platform
  • Effectively drive key insights to grow and scale the customer success team across the platform; use analytical skills to project, generate, and prioritize
  • Communicating to senior leaders on projects/priorities; collect and provide actionable feedback & communicate priorities and goals effectively
  • Working cross-functionally with sales, marketing and product teams to enhance the customer experience both on and off platform
    Approaching customer success and support proactively; create initiatives to engage customers on the platform, and gauge areas of improvement

How the reporting structure works.

Reports to Director, Finance & Operations; individual contributor role.

 

Here’s what you’ll need to be successful.

  • You have experience (optimally, at least 2 years) in a customer success, support or account management role.
  • You’re adept at handling difficult conversations and can point to examples where initial “no”s lead to happy, successful customers in the long-term.
  • You have an innate sense for diagnosing technical issues – especially with customers who aren’t particularly tech-savvy. You’re a patient and understanding technical coach with users of all abilities.
  • You’re data-driven and analytical – you can point to examples where you’ve identified patterns in your interactions with customers to improve their big-picture experience by collaborating with other teams.

 

Bonus points for, but not necessary:

  • You have a university degree (preferably in business or technical fields).
  • You have experience in managing people (whether directly or indirectly).
  • You have intermediate to advanced SQL knowledge.
  • You’re an Excel guru (and understand index-match, v/h lookups, pivot tables, etc.)
  • You have experience using salesforce.com or sales force automation tools (e.g. SalesLoft, Outreach).

 

What we offer.

We’re doing something big. The platform and company we’re building has a real global impact, and you’re getting in early enough to play a material part in our success. The work you will do has a direct bearing on our trajectory and performance as a company. Hubba will invest in you, help you be better and help you go further.

 

You’ll be surrounded and supported by some amazing people who are light on ego, high on curiosity, and are passionate about changing retail for the better. The senior leadership are grown ups who have built things before and are building a business, not a frat house or summer camp.

 

If you’re interested, let us know why we should talk. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.

 

Accommodations for people with disabilities are available on request for candidates taking part in all aspects of the selection process.

 

Thank You

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  • Location
    Toronto, Ontario
  • Department
    Operations
  • Employment Type
    Full time
  • Minimum Experience
    Mid-level