Neverland—a fast-growing (🌱 pun intended) early-stage startup is seeking a full-time Customer Happiness Manager to build our community and help understand our customers’ needs, goals and realities. Who they are, what they care about, what motivates them, how they behave, their tensions and pain points—your work will focus on identifying and articulating insight that shapes the design of effective and impactful experiences. You will also work to solve challenges met by our customer’s who have transacted on our marketplace, helping them to overcome traditional challenges (ordering, transactions, receiving, product feedback and issues) but also to help develop improvements for our product with the goal being increased customer retention and increased happiness.
Neverland (YC W21) is the first online home garden and lawn marketplace. Our app takes the guesswork and confusion out of day-to-day plant care. Our mission is to make nature accessible to all & to inspire the future generations to protect our planet. The Neverland team draws from a combined decade of deep expertise building successful consumer tech and marketplace companies. We're backed by world-class funds and individuals with expertise in consumer, marketplaces, and sustainability including: YCombinator, Kindred Ventures, Kimbal Musk (Board @Tesla & @SpaceX), Rothschilds, Maveron, Obvious, Manik Gupta (Former CPO @Uber), and many more to be announced publicly soon. Learn more about us by visiting our , , , and pages. .
Role overview and responsibilities 👇
Engage with customers over marketplace chat and email to resolve issues related to purchases, deliveries, and order status a timely manner Educate customers on the functionality and resources provided by Neverland’s marketplace and community Help our customers and community find the answers they need regarding plant products, plant care, and being a better plant parent in general Provide feedback to senior management as the voice of the customer to increase satisfaction, sentiment, retention, and product improvement. Be the Customer/Community Advocate Communicate with Neverland’s IG community, welcoming new members, responding to DMs and working with our Social Media team to develop engagement Identify, cultivate, and engage advocates and enthusiasts from our community and customer base Identify growth opportunities for the online community
Who we're looking for 🦄
Exceptional prioritization and project management skills. Experience with social media platforms Exceptional written and verbal communication skills Relationship builder and problem solver Strategic thinker yet hands-on, while thriving in the use of data to drive decisions Strong organizational skills and process thinking. Always optimizing and iterating. Self-starter attitude and the ability to execute new ideas with ownership and autonomy without much structure and guidance. Ability to operate effectively under pressure and deliver results Relevant experience in the areas of marketing, product management, and/or community building is highly desirable Product management experience a plus Ecommerce Customer Service experience a plus
Why you might be excited about us ✨
We're tackling a big problem with a massive opportunity. Our mission is to make nature accessible to all, and become the central destination for all things home gardening and lawn. You'll be working alongside a talented team that values diversity & inclusion. We've built a culture of collaboration, inclusivity, and creativity that gives us a competitive edge. We share an attitude of constant growth, optimism, and intellectual curiosity. We strive to reach our full potential by constantly improving ourselves and the product. You'll be able to work remotely and (mostly) set your own schedule. We're a remote-first (US-timezones only) team and we create a great remote environment.
Why you might not be excited about us 👀
We're a small but mighty growing team (~ 10 people in the company now), so if you like more established companies, this role isn't for you. If you see differences as divisions. Diversity and inclusion are a core part of Neverland, and we believe that diverse teams improve our business. We've built a talented team with a culture of collaboration, inclusivity, and creativity that gives us a competitive edge. We're a remote-first company, and therefore fantastic communication skills (verbal and written) is vital. We're an early-stage startup. Projects and priorities are likely to shift. Everyone on the team is extremely mission-driven, and works incredibly hard to push towards our lofty vision. If you prefer a 9-5 job or to rest-and-vest, this job isn't for you. You are a team-player who is able to thrive in ambiguity. This is not the kind of job where you show up and we tell you exactly what to do every day. This role comes with a competitive salary, equity, and generous employee benefits including fantastic healthcare, vision, dental, and a One Medical membership. An allowance for plants and gardening supplies. New laptop/equipment to suit your needs. 2 offsites per year (currently on-hold due to COVID-19): every 6 months we arrange an offsite for the whole company to get together in-person since we're a remote-first company. The location is ever changing, so you'll get to see new places!
The interview process 👋🏽👋👋🏿
Our interview process is designed to ensure that A) we truly get to know one another and B) to give you a taste of what it will be like working at Neverland. We respect everyone's time, and run a speedy & transparent interview process. 🙂
👋🏽 Aloe there chat
We'll start off with a 30-minute introductory Zoom call with . We'll talk about Neverland, you and your background, Neverland's plans for the future, and answer any questions you have about the business, the team, our culture, and roadmap. If we're both excited to take the next step, we'll introduce you to other members of the team.
You can expect real-life scenarios we'd work through if you were a part of our Neverland team. We’ll do a set of 4-5 interviews with various folks on the team.
Sound like you? Let's get growing! Email firstname.lastname@example.org
✌🏾 At Neverland, you are welcomed for who you are—no matter where you come from or what you look like. Everyone has a seat at the table. We are dedicated to building a diverse team that celebrates and amplifies different experiences, perspectives, and backgrounds. We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Together, we'll create the future of gardening and make nature accessible to all.