Customer Experience Manager

The Company:
At Fray we believe that play and joy inspire our lives. To that end, our mission is to make fun possible by creating and sharing fun things to do.

By creating we mean production of adult social sports leagues, our own special events and contracted event work all focused on fun and play.

By sharing we mean creating digital and print editorial media content of the fun experiences happening in and around our communities.

The Mission & Your Role:
With a team mission to make fun possible your role within that is to ensure every participant has the best player, event, or media experience possible through the management of customer communications via various platforms, in an effective and efficient manner.

We need someone who is empathetic and has great communication skills to help provide a resolution to customers.

You will be joining a team that punches above our weight and is making a meaningful impact to our communities through a positive mission. The company is growing quickly, named to INC 5000 fastest growing companies list every year since 2016 and to the Top Inner City 100 fastest growing copies that last two years.

This position offers // requires a high level of creativity with the freedom to take smart risks and do innovative work. You’ll be helping to build a lifestyle consumer brand in the media and entertainment space that is forging new ground and blurring the line between industries.

We’ll expect you to take this challenge on with our company values as the foundation for your success. You’ll need to build your success on top of our values of Positivity, Gratitude, Play, Courage, Innovation, and Community. The right person for this role will be excited to join a fast growth company with a ton of forward momentum and will know what it means to work on a smaller close knit team.

Position Competencies & Responsibilities
The customer experience role is responsible for managing the experience of United Fray sports, events, and media participants (starting in DC // PHX, expanding to JAX // NOLA) to ensure a return customer and improved lifetime value. The coordinator will oversee the communications between Fray and Fray customers.

The Customer Experience Coordinator will:

• Manage community success to answer questions and address issues via the following platforms:
  • Phone & Email
  • Zendesk
  • Social Media Platforms
  • Facebook Channels
  • Instagram Channels
  • Twitter Channels
• Work with the Sports and Events teams to increase NPS score by providing a positive customer interaction and help with any registration process issues.
• Work with the media team to improve product sales by providing a positive customer experience and help with any sales process issues.
• Provide a positive experience to existing customers through a kind and understanding communication process.
• Establish baseline customer experience standards through a documented process.
• Manage reviews via Google, Yelp, and Facebook.
• Manage Facebook Discussions.
• Manage comments across social platforms, with the help of the Social Media Coordinator.

Success will be determined by:
Rate of response in Zendesk (same day response if received by 5 p.m.; next day response if received after 5 p.m.)
Rate of response for all social media channels
Number of completed Zendesk tickets
Improved seasonal member NPS score
Finalize and produce a Customer Experience Fray Standards of Excellence

Your Personality & Expertise:
Self-directed, self-motivated
Excellent and intuitive communicator with great writing skills
Detail oriented & incredibly organized
Calm and positive demeanor, values inclusivity

Requirements:
Willingness and ability to work flexible hours including evenings and weekends to answer demands at busy periods throughout the year.
College degree or commensurate work experience
4+ years of experience in customer experience, communications
Comfort in an extremely fast paced entrepreneurial like environment

Salary & Benefits:
Salary based on experience; range: $50,000 – 70,000
Healthcare, Dental, Vision benefits
Vacation & Sick Time (15 days PTO 1st year, Unlimited Vacation Time after 1 year of service)
Free participation in DC Fray leagues & events
Market Leading 401K plan (eligible after 1 year)

The Customer Experience Coordinator reports directly to the Marketing Director, Maggie Awad and is part of the United Fray Marketing team. This full-time, salaried position is located in Washington, DC.

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