Client Support Manager

OVERVIEW

Death – though heart-wrenching – can be beautiful. Its rituals can be meaningful, and the disposition of the body can be natural.

Recompose is a company that owns and operates green funeral homes specializing in the service of natural organic reduction (NOR), where human bodies are converted into soil (aka “human composting”). The Recompose model offers an authentic, participatory experience for families and a natural return to the earth for the dead. Recompose is transforming the funeral industry and creating deep ecological change. We are looking to hire people who are motivated to help us create a new death care paradigm and heal the environment through this work.

We are seeking a Precompose and Client Support Manager to manage Recompose’s direct customer service team and maintain and grow Precompose, our prearrangement program. They will be responsible for building and maintaining new and existing customer relationships. They will also maintain customer data, identify areas for improvement, and help build a foundation for Recompose customer services standards as we expand. The Precompose and Client Support Manager will frequently communicate Recompose’s process and mission and must be able to speak about death in a straightforward and gentle manner.

Precompose, our prepayment plan, secures future customers for Recompose. The Precompose and Client Support Manager will be tasked with growing Precompose. They will lead this growth guided by Recompose values, including approachability, clarity of communication, and a commitment never to upsell or pressure a client into a purchase.

The Precompose and Client Support Manager will report to the Director of Client Experience and manage a team of Precompose and Client Support Specialists to ensure that our customers receive consistent, straightforward information through well-managed Recompose systems. They will collaborate with our Services Manager to make sure that everyone interacting with Recompose clients delivers the words, actions, and moments necessary for our families to experience a meaningful transition. Recompose lives by the framework “Inform, Comfort, Inspire.” The Precompose and Client Support Manager will use these concepts to guide all of customer service at Recompose.

The ideal applicant has managed customer service programs for several years and has tangible experience managing teams and building and/or growing systems within a company. They are a strategic thinker who can roll up their sleeves and do the work, too. Experience in health care or death care and/or a familiarity with startup and growing business environments is preferred. However, the Client Support and Precompose Manager is not expected to have worked in human composting before as this is an emerging industry. Qualities we are looking for include a willingness to not know (but to investigate all options), an extremely high level of organization and communication, and a collaborative management approach that will support and strengthen our excellent Client Support and Services teams.

Responsibilities include:

• Manage the Precompose and Client Support Team and lead the design and documentation of replicable processes of customer education, consideration, and selection of Recompose as a customer’s death care provider.
• Build and maintain ongoing relationships with existing and potential members of Precompose, Recompose’s prearrangement product:
  • Foster long-term client happiness for existing Precompose members who have pre arranged for their future death care with Recompose.
  • Work with the Finance Team on Precompose customer requests involving financial matters.
  • Work with the Director of Client Experience and Recompose leadership team to grow our Precompose membership.
  • Work with the Client Support Team to identify and execute areas of improvement for the Precompose online product and experience.
• Continue to develop and maintain client database; compiling data reports in collaboration with Services Departments and developing use and accuracy of CRM.
• Communicate with the public, current clients, and future clients about the Recompose process and mission.
• Maintain meticulous document and process control to ensure all incoming payments and legal documents are filed and stored correctly.
• Proactively look for opportunities to refine service protocols and improve client experience.
• Collaborate with the Services Team to seek ways to improve the client experience and help to design and implement Recompose-specific initiatives, policies, and procedures.
• Lead the continued development and improvement of the digital customer experience.
• Contribute to their teams’ performance through mentorship, career development, coaching, and motivational support.
• Develop and deliver monthly analytics reports to the Director of Client Experience.
• Achieve and maintain a competitive advantage with high standards of customer service.
• Proactively stay on top of industry trends, new tools, and technologies. Evaluate and recommend new opportunities to the company to put into motion. Identify new avenues for growth.

QUALIFICATIONS

• 7 years experience in marketing, sales, customer service, and/or hospitality.
• 3 years of management experience, preferably using principles of collaborative leadership, with focus on managing customer service database systems, with direct experience developing and maintaining internal customer relationship management (CRM) tools.
• Detail-oriented and organized, capable of handling multiple projects at once, and comfortable dealing with ambiguity and rapidly changing priorities.
• Comfort speaking with families and the general public about Recompose.
• Strategic thinking and an ability to act upon organizational mission, vision, and values.
• Ability to analytically break down problems into their core issues and draw conclusions as to appropriate resolutions.
• Demonstrable competence in strategic planning and business development.
• Excellent communications skills, both written and verbal.
• Outstanding organizational and planning skills.
• A collaborative mindset for working with customer service, direct care services, outreach, and marketing teams.
• Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
• Experience with project management, including basic scheduling and budgeting.
• Experience in setting and executing strategy for customer service and support, and/or customer retention.
• Skilled in managing customer relationship management (CRM) technology systems to collect and maintain customer data and track project effectiveness.
• Advanced computer skills and ability to plan, implement, and operate and maintain databases.

ADDITIONAL QUALIFICATIONS

• Ability to act upon organizational mission, vision, and values.
• Experience in career development and mentorship.
• Empathy and interpersonal sensitivity; great listening skills.
• Ability to find creative solutions to possible difficult interpersonal situations.
• Resilience: ability to manage own emotions, demonstrate self-control under pressure or adversity, and practice self-care.
• Flexibility: ability to adapt to new situations and to change focus unexpectedly.
• Commitment to working at a progressive company that explicitly works to be anti-racist, by advocating and protecting the rights of people of color and religious minorities, and feminist, by protecting the rights of women, transgender, and gender nonconforming people.

PHYSICAL ENVIRONMENT, TRAVEL REQUIREMENTS AND EQUIPMENT

The person in this position will perform the essential function of the position primarily in an office type of environment which may require sitting/standing at a desk, as well as interacting with technology (computer, phone), for most of the day.

Travel: travel may be required to evaluate and work on out-of-state projects as we expand. Travel requirements may vary from 0-20% depending on a current project’s status, location, and needs. This is a hybrid/flexible role based in Seattle.

Classification

Exempt

SALARY RANGE AND BENEFIT INFORMATION

$75,000-$100,000

Benefit Information

• Comprehensive medical, dental and vision insurance plans
• 25 Days of Paid Time Off (accrued based on 40hr work week)
• 5 Floating Holidays
• Recompose is closed for the following days: New Year’s Day, Juneteenth, Labor Day and Fall break as company holidays
• 3% 401K employer contribution
• Wellness and technology stipends

A NOTE ABOUT DEATH

Other than our funeral directors, only one person on our current team has come from a professional background in death care, and yet our team is the best we could have for our amazing and complex operation. Personal experience, or even just a thoughtful approach to death or dying, can help inform the work we do, but please don’t hesitate to apply because you haven’t worked in this industry previously. We are looking for people who are passionate and skilled in creating positive, memorable customer experiences and who are ready to help us build one of the best companies in the world.

EQUAL OPPORTUNITY

Our goal as an employer is to have a feminist, antiracist culture, and to employ a diverse, inclusive workforce that is representative of all people we do or might serve. As such, we do not discriminate on any protected status, and moreover, we celebrate applications from persons of color, persons of all genders and gender expressions, persons of any sexual orientation, the formerly incarcerated, and persons in of any other protected class, such as religion, disability, marital status, veteran status, national origin, pregnancy status, or genetic status. Please feel free to let us know in your application if you fit into any such category/ies, or if you need a reasonable accommodation to apply.