Hybrid Customer Experience Manager Customer Experience Manager

About Our Client

Our client is a fast-growing DTC bra brand is unapologetically confident and intentionally designed to celebrate small-chested bodies. The mission aims to empower small-chested women of all body types to embrace the flat in flattering. Since launching a 470% funded Kickstarter in 2017, the company has sold more than a million bras last year alone and has gained viral recognition, being featured in numerous publications such as Cosmopolitan, Glamour, Forbes, Vogue, and more.

What they’re proud of

- **Small & mighty.** Growing to eight figures in sales within five years without raising traditional VC dollars through focused, profit-minded strategies.

- **Doing big things.** Envisioning a world where ‘flat’ is no longer an insult and positioning their solution-driven intimates in customers' closets.

- **Good for people & the planet.** Being intentional about their impact—from community contributions to the women who craft their products.

Where you come in

The customer is at the heart of everything done, and the Customer Experience (CX) Manager will be responsible for ensuring a best-in-class customer service experience for the community, representing the customer’s voice across the organization. This dynamic, empathetic leader possesses a customer-obsessed mindset and can balance high-quality interactions while meeting speed and cost key performance metrics. This fast-paced, strategic role will report directly to the VP of Operations & Supply Chain and significantly influence scaling the CX operation and key KPIs—including customer loyalty, retention rate, and cost efficiency.

Responsibilities

- 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 and strategically determine where technology can be utilized to improve the customer experience while preserving personal touchpoints.

- Develop and implement a comprehensive customer experience strategy that aligns with the company's goals regarding customer satisfaction, growth, and 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 the mission to redefine body standards and embody the brand ethos.

- Proven experience managing customer service operations, particularly in a DTC setting within the intimate apparel industry.

- Experience managing BPO partners, including understanding 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 to align with company goals.

Company Values

- **Setting the New Standard 🏆:** Continuously challenging the status quo and embracing innovative thinking.

- **Caring Hard 💪:** Approaching difficult tasks with empathy, collaboration, and openness to tough feedback and situations.

- **No Job’s Too Big or Small 🗻:** Demonstrating resourcefulness and creativity in problem-solving.

- **Embracing Flexible Conviction 💫:** Making informed decisions collaboratively, with openness and conviction.

Benefits

- Company-matched 401K plan up to 3%

- 100% company-covered option for medical, vision, and dental insurance premiums

- Flexible remote work location

- Generous vacation policy

- Paid parental leave for qualifying employees

- Monthly health & wellness stipend

- Employee discount on company products

- Opportunity to play a significant role in the growth of a mission-driven company

Salary Range

The expected salary for this role is $90,000, though the final offer will reflect various factors including experience, skills, and the role’s location, potentially differing from this figure.