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Rhoback is looking for an experienced Senior Customer Experience Manager to join our team.

The Senior Customer Experience Manager should have best-in-class experience leading and executing CX initiatives that align with and build on Rhoback’s best-in-class customer satisfaction standards. This role will also be responsible for managing, training, and developing a team of CX personnel that is growing rapidly. The CX Manager should have excellent skills in leading this team to hit departmental goals. Further, this position will serve as a voice of the brand and their efforts will be instrumental in providing the Rhoback community of customers with the best service possible.

This role will be based, in person, in Charlottesville, VA and will start as soon as possible. This individual will be reporting directly to the cofounder.

**Position Responsibilities:**

The responsibilities of the Senior Customer Experience Manager include, but are not limited to the following:

**Create a Best-In-Class Customer Experience**

*   Deliver best-in-class communication and experience, ensuring customer outreach is consistent across all channels and audiences are provided with appropriate and informative information in a timely manner.
    
*   Oversee fraud, chargeback, and otherwise risk-indicating behavior mitigation processes.
    
*   Define and implement escalation processes for applicable customer inquiries.
    
*   Ensure all publicized customer service channels are accurate and clear.
    
*   Work with social media and brand teams to ensure communication is consistent and on-brand.
    
*   Use automation where possible to ensure customers receive prompt, positive, and consistent solutions.
    

**Lead and Develop a Customer Experience Team**

*   Manage, develop, and oversee customer experience teams, both inhouse and contracted.
    
*   Cultivate and lead a high-performing, consumer-oriented teams.
    
*   Improve CX Team’s skills and workflows to maximize customer satisfaction and operational effectiveness.
    
*   Own, update, improve and automate (where possible) the processes for the customer experience teams; develop policies and procedures aligned with the customer engagement vision and strategy.
    

**Analyzing Customer Insights for Continuous Improvement / Support Strategic Growth as Channels Expand**

*   Monitor CX dashboards, analyze and report on performance of key platforms and vendors.
    
*   Execute reporting on customer queries, including ideas to address key issues and reduce ticket volume.
    
*   Utilize & compile data and insights on performance and report to founders.
    
*   Manage and improve customer experience metrics including contact volume, contact patterns and resolution outcomes to ensure service level objectives are met.
    
*   Track, analyze, and recommend improvements to the customer journey.
    
*   Partner with stakeholders across the business on product releases, digital campaigns, launches, promotions, updates and troubleshooting.
    
*   Collaborate with Website Team to drive efficiencies in the customer interface and on-site experience.
    
*   Collaborate with Product Teams to communicate any product deficiencies and regularly pull data on Returns/Exchanges and present analysis to broader team.
    
*   Support the founders in establishing strategic direction and determining the model for overall brand support in key markets and new extensions of the Rhoback community.
    

**Ideal Requirements:**

*   7+ years of customer service experience in DTC e-commerce space.
    
*   3+ years of management experience in customer service space.
    
*   Shopify Plus experience mandatory.
    
*   Gorgias experience preferred.
    
*   NetSuite experience preferred.
    
*   Analytical and quantitative with acute attention to detail.
    
*   Exceptional multitasking skills.
    
*   Proficiency in Microsoft Excel and understanding large quantities of data.
    
*   Self-starter work ethic with a desire to make a positive impact.
    
*   Comfortable working with statistics and interpreting data to translate insights into actionable strategies.
    
*   Self-starter with a strong work ethic and desire to make a positive impact.
    
*   Excellent internal and external communication skills.
    
*   Propensity to go above and beyond and think outside the box.
    
*   Open to travel for content shoots with creators.
    
*   Propensity to go above and beyond and think outside the box.
    
*   Openness to change and new ways of solving problems.
    
*   No-task-too-small attitude.
    
*   Trustworthy and full of integrity.
    

**Company Mission:** Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

**Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please submit your resume and portfolio to** [laura@rhoback.com](mailto:laura@rhoback.com)**.**

#CraveActivity

Rhoback is currently seeking a highly skilled and experienced Controller to join our team. The ideal candidate will have a strong background in accounting, financial management, and reporting and preferably a CPA license or other accreditation attesting to her / his strong financial acumen. The primary objectives of this position include managing the day-to-day accounting operations of the business and ensuring the integrity of Rhoback’s books of record and financial data. The Controller will be responsible for overseeing financial activities, preparing financial reports, record keeping and accounting, establishing controls, ensuring financial compliance, closing Rhoback’s books monthly, and conducting financial analysis. The Controller should have a keen eye toward getting Rhoback’s books of record, controls, and processes in accordance with GAAP standards and assess the business’ readiness in the event of a capital raise or other business lifecycle event (e.g., outside investors, IPO, etc.). Additionally, this role will manage and mentor our current Senor Staff Accountant.

This position will be primarily located at Rhoback’s Charlottesville, VA headquarters and in-person is preferred. Any candidate should be prepared and energized to support Rhoback’s growth trajectory in the activewear market by building rigorous accounting processes and controls that can be sustained into the future.

**Position Responsibilities:**

*   Supervise and mentor the current Senior Staff Accountant, guiding all accounting and internal controls operations.
    
*   Develop and maintain overall risk and control matrix in line with key operations, planning, and reporting cycles.
    
*   Design, implement, and maintain internal controls to ensure the integrity of financial data, with a focus on inventory, fixed assets, and account reconciliations .
    
*   Lead the company’s transition from cash-based accounting to accrual accounting using GAAP standards, with a key focus on revenue recognition, cost of goods sold, and accounts payable.
    
*   Formalize all aspects of financial reporting and the monthly close process with full responsibility for timeliness and accuracy.
    
*   Set up necessary accruals and coordinate with financial planning & analysis team members to book all necessary monthly journal entries.
    
*   Develop, implement, and maintain periodic rhythms for landed cost assumption updates and resulting inventory adjustments.
    
*   Assist with the transition from legacy systems to new enterprise resource planning (ERP) tool (NetSuite) and drive new ERP adoption for key processes.
    
*   Prepare timely and accurate analyses of month-end, quarter-end, and year-end financial reports for the Co-Founders.
    
*   Coordinate with cross-functional teams to understand processes, enhance controls around processes, analyze and interpret financial data, and provide insights to support strategic decision-making.
    
*   Coordinate quarterly estimated tax payments and annual tax filings.
    
*   Act as main point of contact for any external or internal financial audits up to and including the hiring of an outside auditing firm in collaboration with the Co-Founders.
    
*   Ensure compliance with all relevant laws, regulations, and accounting standards.
    

**Ideal Requirements:**

*   CPA certification or equivalent licensing required.
    
*   Bachelor's degree in accounting, finance, or related field.
    
*   A minimum of 10 years of work experience in accounting field, with a minimum of 3 of these years working in a controllership role.
    
*   Experience managing a direct report required.
    
*   Strong knowledge of GAAP and financial reporting requirements.
    
*   Proficiency with NetSuite preferred.
    
*   Inventory experience required.
    
*   Strong skills in modeling and forecasting.
    
*   Proficiency with Microsoft Office, especially Excel and PowerPoint.
    
*   Strong analytical skillset and attention to detail with the ability & drive to improve processes.
    
*   Excellent oral & written communication skills with the ability to clearly communicate strategies across all channels and levels.
    
*   Exceptional ability to organize, pay attention to details, and prioritize workload to meet deadlines, while being flexible and adaptive to changing priorities.
    
*   Must be a strong leader and people manager, as well as a great communicator and cross-functional partner.
    
*   Must be a team player with a no-task-too-small attitude.
    

**Company Mission:** Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

**Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please submit your resume and portfolio to** [laura@rhoback.com](mailto:laura@rhoback.com)**.**

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