Customer Experience Manager

WHO WE ARE

Biofire Technologies is on a mission to give gun owners better tools for reducing preventable gun injuries and deaths, especially among children. We believe our technology, combined with a best-in-class customer experience, will define the future of firearms safety for the next generation. Our mission-driven approach has earned support from the firearm community, the tech world, and the media.
Biofire employees encompass a diverse range of talents, including world-class engineers with expertise in designing and testing firearms, medical devices, robots, cars, satellites, rockets, and supersonic jets. Our team is united by a shared commitment to safety and reliability, values that guide our work across various backgrounds and disciplines.

OUR CULTURE

Reducing accidental firearm injuries and deaths requires original thinking and authentic collaboration, so we’re deeply invested in building a team and culture that can achieve our mission together. Team members enjoy autonomy and flexibility from day one, so expect to be immediately tasked with solving challenging problems and building new systems that work. We’ll hold you accountable for executing audacious goals, giving and receiving honest feedback, and helping your teammates succeed. You’ll receive respect, kindness, and support from every direction while you figure out how to get it all done.

ABOUT THE ROLE

As a Customer Experience Manager at Biofire, you will play a pivotal role in ensuring exceptional customer satisfaction and retention. We are looking for someone who is detail-oriented, empathetic, and highly organized to contribute to our growing customer experience team and help build lasting relationships with our customers while maintaining the highest standards of customer experience.

To succeed you will need to be able to effectively manage multiple support inquiries across platforms, communicate support trends, and develop proactive solutions to enhance our customer experience. You will need to be a strategic problem-solver, who is eager to transform customer feedback into actionable insights that drive product and service improvements. If you’re excited about helping to solve mission-critical challenges, we encourage you to apply.

KEY RESPONSIBILITIES

Day-to-day responsibilities of the role will include:

• Serve as the primary point of contact for customer inquiries by managing incoming support tickets and providing timely, effective solutions to customer needs daily.

• Build and update Biofire’s internal knowledge base, macros, customer experience handbook, and external FAQ for common themes within customer experience to reduce inbound support tickets.

• Proactively engage with current, churned or prospective customers to continually optimize Biofire’s approach to customer experience across the full customer lifecycle.

• Represent the voice of the customer to the company by sharing insights, common themes, and trends with a data-driven mindset to improve customer experience.

• Assist in establishing metrics for customer experience aligning to business outcomes and maintain those metrics over time.

QUALIFICATIONS

We understand that not all applicants will possess skills that perfectly align with our job qualifications. At Biofire, we appreciate diverse experiences from various industries, and we encourage all individuals who meet the necessary qualifications to submit their applications. While having the "desired" qualifications may strengthen a candidate's profile, we also welcome applicants with alternative experiences to apply.

• Strong knowledge of customer experience, best practices, service processes, and metrics across the entire customer lifecycle to increase satisfaction, and drive customer value, retention, and growth.

• Able to create and maintain support policies, enablement materials, and internal and external knowledge bases.

• Excellent written and verbal communication skills, and interpersonal skills with the ability to build trust with customers and internal stakeholders.

• Proficient in common customer experience tools such as CRM, GTM, and data analytics platforms, and able to create processes or automation for scaling customer experience.

• Ideal candidate will have previous experience maintaining and updating social media channels.

COMPENSATION AND BENEFITS

In addition to competitive pay, as a full-time employee at Biofire you are eligible for:

• Stock Options in Biofire, 401(k), HSA - and other financial benefits

• Medical Insurance - including plan options with $0 payroll deduction

• Dental, Vision and Life Insurance Plans - with $0 payroll deduction

• 3 Weeks Vacation and Sick time (Flex Time for salary positions), and 11 Paid Holidays

• Parental Leave - and other family-building, adoption and surrogacy benefits

The compensation range for this role is $100,000 - $120,000/annual salary + stock options + benefits.

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

LOCATION

This is a full-time, salaried role. Our dog-friendly, state-of-the-art headquarters is located in beautiful Broomfield, Colorado, between Boulder and Denver. The team regularly engages in collaborative in-person sessions at our vibrant office space, but you will be offered the flexibility to work from home as needed.
We expect you to bring your very best, and in return, we will provide the support necessary for you to excel. You'll collaborate with colleagues you appreciate, respect, and find inspiration from, and have access to all the technical resources needed.

DIVERSITY & INCLUSION

We’re bringing innovation to a technological problem that has persisted for decades, so we depend on diverse, inclusive, and collaborative teams to break new ground and do great work. We welcome people from all qualified backgrounds, and we don’t discriminate based on race, religion, color, political affiliation, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

ELIGIBILITY

This role handles information subject to US Export Control Regulations. Applicants must be (a) a citizen of the United States; (b) a lawful permanent resident of the United States (“Green Card” holder); or (c) a person admitted into the United States as an asylee or refugee to be considered for the position.

Compensation Range: $100K - $120K