About ALSO. We’re ALSO, an electric mobility company originally conceived as a part of Rivian. We’re a passionate team of builders, dreamers, doers and innovators, focused on creating entirely new (not to mention, innovative and delightful) vertically integrated, small EVs designed to meet the global mobility challenges of today and tomorrow. Our mission is to inspire everyone to ride ALSO—replacing many local car, truck and SUV miles with ones on vehicles that are more affordable, more enjoyable and 10-50x more efficient. ALSO is looking for a Manager of Customer Success. This is a rare opportunity to create customer experience from the ground up- accelerating, adding value to, and removing friction from customer purchase journeys. What You Will Do • Manage inbound customer communications, answering questions about products and orders in a timely and accurate manner that achieves customer satisfaction. • Create publishable help content, enabling customers to self serve on common questions. • Develop chatbots that meet the customer where they are at. • Own the coordination and communication of terms and conditions as well as return policies. • Collaborate closely with service operations to ensure the customer success function provides sound technical support to customers and to ensure service ops understands customer needs. • Collaborate closely with Ecommerce and Store sales partners, to ensure sales activity is supported with a world class post purchase experience. • Collaborate closely with order fulfillment to ensure orders are fulfilled as expected with satisfactory tracking and communication. • Develop VOC feedback loops that allow stakeholders across the organization to understand customer needs. • Partner with Ecommerce to manage on-domain UGC, including ratings, reviews, and Q&A. What You Will Bring • 5-10 years of experience leading customer success teams in a retail store or Ecommerce environment. • 5+ years experience using operational insights to enhance customer shopping journeys. • Demonstrated experience leading change in service to the customer at all levels of a commercial organization. • Experience with CX platforms preferred. • Experience with UGC or community management preferred. • Experience supporting technical consumer goods preferred. • Ability to work out of a Seattle location. The salary for this position ranges from $140,000 - $190,000 per year, depending on experience and qualifications. Why ALSO. We’re passionate about helping the world find a better way to get there—wherever it is you’re headed. We’re located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation and retail spaces. Together we’re working hands-on to imagine, design and build an entirely new solution to a global set of transportation challenges. Perks And Benefits • Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options. • One Medical membership and dedicated insurance advocates. • Rich fertility and family building benefits with Progyny. • Flexible time off. • 401(k) match.