About the Role:
You’ll be a good match for the role on our customer experience team if you’re excited by a small team taking on large incumbents, and doing everything it takes to win the trust of our customers. We’re a fun team with serious drive and are looking for someone to dive in and join the hustle.
You Will:
- Ability to work non-standard business hours, including weekends & holidays
- Lead, coach, and develop a team of 8-12 CX agents to deliver excellent customer service through coaching, monitoring performance, and providing feedback
- Execute day-to-day business management duties including real-time workflows, scheduling, shift approvals, reporting and QA
- Support the resolution of escalated customer issues, escalate when appropriate, and report on trending issues
- Lead impactful team meetings centered around the customer and agent experience
- Seek out information to identify gaps and drive continuous performance improvement from your team as a whole and your individual agents
- Work collaboratively with other members of the leadership team to foster a team environment where people want to work
- Support product launches by providing feedback and assisting with various stages of testing
You Have:
- 3+ years experience in a dynamic, customer-focused environment
- 2+ years of experience leading, coaching, developing, and motivating teams
- Omni-channel contact center experience strongly preferred
- Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
- Experience managing teams both in-person and remotely is highly preferred
- Experience with Zendesk highly preferred
- Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
- Demonstrated ability to solve problems analytically
- Exceptional communication skills across all channels is required
- Effective time manager who has the ability to coach others to work more effectively
- Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
- Self-starter mindset who also thrives when collaborating with working teams
- Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
- Experience working at omni-channel call center, preferably within a DTC space
Our Benefits (there are more but here are some highlights):
- Competitive salary & comprehensive health benefits including medical, dental & vision
