Welcome to Cricut® where transforming inspiration to creation reigns supreme. Here, customer experiences are what drive us, game-changing technology solutions are conceived, change is happening and technology is at the very heart of bringing our creative ideas to life. Clients aren’t just customers, they’re partners. Integrity and a team-driven environment serve as incubators for entrepreneurial minds. If you’re ready to be an idea engineer with some of the best collaborators in the industry, let’s see where you can put your talents to work.

Cricut® is a world leader in personal electronic cutting machines that help people achieve their creative best. For 50 years, Cricut® has inspired creativity and made DIY more capable and easier than ever with tools like the Cricut® electronic cutting machine, Cricut Craft Room® design software, and the Cricut Cuttlebug™ embosser and die cutter. Today, millions of people use Cricut® products to create masterful and surprisingly simple projects, and Cricut® products have won dozens of industry awards. Redefine DIY—join the Cricut® revolution!  

Cricut is seeking a talented individual capable of driving change in our Customer Care organization. The right candidate will enjoy multi-tasking in a fast paced environment. This position entails responsibility to seek out and implement new technologies to improve the Customer Care experience for both agents and customers. Additionally, this position includes managing our voice, chat, email and social care team which includes offshore team members. We’re looking for a passionate individual with a start-up mentality and work ethic that also possesses experience implementing software solutions to help take us to the next level.

Responsibilities:

• Manage voice, chat, email and social team which include onsite and offshore members
• Lead and develop a team of 12-15 Agents.
• Drive technological change to improve efficiency and enhance the support experience
• Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience.
• Developing and achieving performance goals and objectives in order to achieve promised customer expectations ensuring accuracy and quality.
• Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and coaching employees; resolving conflicts.
• Understanding and use of Customer Service and Company systems and understanding and management of department functions and procedures.
• Development, analysis and improvement of new strategies and procedures. The Manager will have the responsibility to develop, plan, and implement short- and long-range goals.
• Develop, analyze and improve strategies and procedures. Able to develop, plan, and implement short- and long-range goals

• Bachelor degree in business, computer science, or related field
• 2+ years of consumer facing experience (phone support, retail, etc.)
• 2 years previous experience supervising a team in a customer service environment
• Excellent interpersonal communication skills; both written and verbal
• Capable of multi-tasking in a fast paced environment
• Experience implementing software solutions
• Familiarity with general principles of workflow in an inbound call/email center
• Ability to function in an ambiguous, fast paced work environment
• Passionate about operations in general and in specific building out high class customer service operations

What to Do Next: 

Please send us a resume and a cover telling us why no one is more right for the position than you. You can be sure that Cricut is a workplace that values individuality and variety, so write to us in your real voice and tell us what you’re all about. Please submit any online presence you may have (Twitter, Facebook, Fan pages made because of you), and if you are a DIY enthusiast, whether you think you are a good one or not, that means a lot to us, and we would love to hear about it when you send us your information!