Customer Experience Manager
2 days ago
🏡 Remote – Anywhere in California
Description
• Oversee daily operations of the CX team, ensuring efficient and effective resolution of customer inquiries and issues. • Manage department budgets, including forecasting agent hours, building expense models, and optimizing service correlation between contacts, AOV, and UPOs. • Train, mentor, and develop internal CX agents and BPO agents, providing ongoing coaching and feedback to enhance performance. • Create , implement and consistently optimize CX policies and procedures to drive customer satisfaction and retention. • Monitor CX metrics and KPIs, analyzing data to identify trends and areas for improvement; Proactively identify high-volume timeframes based on historical events, and plan team resource needs. • Collaborate with other departments to streamline processes and enhance the overall customer experience. • Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer care team; Identify opportunities for improvement and provide recommendations to leadership on team resource needs. • Handle escalated customer complaints and inquiries, resolving issues promptly and effectively. • Develop and maintain positive relationships with key customers, acting as a primary point of contact for escalations and feedback. • Stay up-to-date on industry trends and best practices in customer service, continually seeking opportunities for innovation and improvement. • Evaluate & strategically determine where technology can be utilized to effectively improve the customer experience, while not taking away from personal & emotional touchpoints. • Develop and implement a comprehensive customer experience strategy, aligning with the company's goals and objectives around customer satisfaction, growth & loyalty. • Support cross-functional teams to design and deliver seamless customer journeys, from initial contact through post-purchase support. • Conduct research and gather insights to understand customer needs, preferences, and pain points. • Champion a customer-centric culture throughout the organization, promoting empathy and advocacy for the customer. • Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.
Requirements
• Passionate about Pepper’s mission to redefine body standards and lives Pepper’s brand and ethos • Proven experience managing customer service operations, particularly in a DTC setting in the intimate apparel industry. • Experience managing BPO partners, including understanding of SLAs (Service Level Agreements) and vendor management. • Demonstrated experience in leading and motivating teams, whether in-house or remote. • Deep understanding of customer needs and the ability to design and implement strategies that enhance customer satisfaction and loyalty. • Proficiency in using analytics tools to measure and improve customer experience metrics, such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), AHT (Average Hold Time) and QA (Quality Assurance). • Excellent verbal and written communication skills to effectively interact with customers, BPO agents, and internal teams. • Strong problem-solving skills to address and resolve customer issues and operational challenges. • Ability to manage multiple projects simultaneously, including those involving BPO partnerships and internal initiatives. • Familiarity with customer service and support platforms (e.g., Shopify, Gorgias) used in conjunction with BPO operations. • Ability to develop and adjust long-term strategies based on changing customer expectations and business needs in order to align with company goals.
Benefits
• Company matched 401K plan up to 3% • 100% company covered option for medical, vision, dental insurance premiums • Flexible remote work location • Flexible and generous vacation policy • Paid parental leave for qualifying employees • Health & wellness monthly stipend • Employee discount for Pepper product • Have a huge role in the growth of a company with a meaningful mission
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