Customer Experience Manager

Position Objective:

As the Customer Experience Manager, your primary responsibility will be to create a world class client relations process. This role is both strategic and executional with a focus on proactively addressing client service issues while ensuring our CX process keeps the customer at the center while aligning with overall company goals. A consistent feedback loop between CX, Operations and Product teams is crucial for company success.

The Customer Experience team will grow as Social Studies grows. Although today you will be the champion of all things customer service, eventually you will build, lead and motivate a team to deliver outstanding results.

This role demands exceptional people skills, passion for being challenged, and making confident, brand and business decisions. Working for a startup demands long hours, mission-driven passion, wearing many hats and stepping outside your comfort zone.

Responsibilities include (but are not limited to):

o Proactively reach out to customers in need of assistance with completing their order.

o Resolve customer queries in a professional manner.

o Ability to handle complaints and difficult situations in a patient, calm, and effective way.

o Capture knowledge to allow customers to serve themselves in the future.

o Identify and implement opportunities for operational process improvements.

o Oversee projects, operations, and integration initiatives related to the technology supporting our Client Relations Team.

o Identify and eliminate root cause barriers to accuracy, productivity, and quality with our CRM and other tools.

o Ensure that loyalty programs are properly implemented and followed.

o Develop escalation to other departments and drive strategies and programs to improve the customer experience with the Social-Studies brand.

o Develop and maintain the Customer Experience training materials.

o Hiring, training, and developing staff of customer experience representatives to represent Social-Studies and deliver a first-class customer experience.

o Managing and setting appropriate 24/7 staffing levels to meet internal service level goals.

o Analyze CX data and utilize training resources and best practices to drive productivity, quality, and schedule adherence.

o Take on specific, deadline-oriented projects as needed and professionally interact with leaders in other departments.

o Work closely with other teams to manage various partnerships, marketing initiatives, and logistics behind large orders

Qualifications

o A BA/BS degree preferred.

o Minimum 2-5 years direct customer engagement experience, ideally within retail or a marketplace organization.

o Demonstrate exceptional organization and time management skills. Proven success in leading delegated projects, managing multiple priorities, tasks, and resources.

o Proven ability to effectively negotiate deadlines and deliverables, and manage complex timelines, particularly among cross-functional groups.

o Experience integrating and working with digital CS tools

o Mastery of Zendesk a plus.

o Excellent verbal and written communication skills.

o Demonstrate strong strategic, analytical and creative problem-solving abilities.

o Demonstrate mastery of conflict resolution.

o Strong communication and training/management skills.

o Supervised and motivated a team of CSR.

o Must be able to work in a fast-paced environment.

o Must love to have fun and/or be an excellent host - we’re a party company!

o Proficiency in Adobe Creative Suite; Microsoft Office Suite and Mac OS operating systems.

Benefits:

o Ground floor opportunity to significantly impact a startup company that is poised to revolutionize an industry

o Competitive salary

o Outstanding healthcare and dental benefits

o Paid holidays and a progressive vacation program