Description:
We are looking for a Manager of Customer Experience to join our team and be the guiding voice behind our customer interactions. Tasked with motivating, educating, and leading a team of talented support representatives, you will be a driving force in shaping the end-to-end experience customers have with American Tall. Your passion for cultivating a world class experience by using data to inform policies and procedures, coupled with your experience leading teams to meet overall business objectives, will be the key to your success in the role. Come join a team that's dedicated to making a lasting impact on the lives of its customers.
Job Duties & Responsibilities
- Responsible for engaging, educating, and assisting the team to drive sales, promote brand loyalty, and delight our customers
- Update existing policies & procedures and implement new ones to ensure the provision of a world-class customer support experience
- Leverage our existing tech-stack including Zendesk, Asana, Shopify, Ada, and Shiphero to manage the day-to-to operation for the department
- Lead, empower and inspire your team of support representatives to achieve their full potential
- Create a collaborative, innovative, and results-oriented environment both within your team and with cross-functional departments including Merchandising, Ecommerce, Marketing, and Fulfillment Center departments
- Own customer experience programs and customer data reports by leveraging customer feedback and sharing across the organization to ensure alignment across departments
- Drive customer support operations by identifying areas for self-service, automation, and product improvements both for the internal team and customers
- Regularly create reports on trends and customer data and convert them into business opportunities to be shared in cross-functional meetings
- Organize quarterly team-building activities for your department
- Be an org-wide advocate for the customer experience iterating on operational processes, workflows, technologies, and policies to meet overall business objectives and exceed the expectations of our customers
Experience, Education & Designations
- 5+ years' experience managing a customer support channel for a retail brand
- Experience as part of an ecommerce business managing a high volume of inquiries through emails, live chat, and phone
- 3 + years' experience managing a team of multiple direct reports
- Experience with Shopify and Zendesk is preferred
- Experience with Asana or a similar project management software
Knowledge, Skills & Attributes
- A true passion for providing a world-class customer experience
- Excellent communication, leadership, and interpersonal skills
- Technologically savvy
- Proficiency in Microsoft Office
- Strong leadership skills with the ability to inspire and motivate a team
- An analytical problem solver with a data-driven mindset
- Strong hyperfocus on driving customer-centric solutions
- Strong organizational and time management skills
- Ability to work collaboratively with other departments and stakeholders