Wool and Company · 1 week ago
Customer Experience Assistant Manager
Elgin, IL
Full-time
Onsite
Mid, Senior Level
$50K/yr - $55K/yrWool & Co. is an understated luxury, omni-channel purveyor of premium yarns, needles, and notions for hand knitting. They are seeking an experienced Customer Experience Assistant Manager to support the leadership of their Customer Experience team and ensure exceptional customer service delivery.
Retail
Hiring Manager
Erin Schouwenburg
Responsibilities
Assist in managing a team of Customer Experience Specialists to ensure consistent delivery of exceptional customer service
Act as a primary point of escalation for complex customer issues including advanced knitting, pattern, gauge, and yarn substitution questions
Support the Customer Experience Manager with day-to-day operations and team leadership
Ensure all customer inquiries are responded to within 24 hours or less
Help maintain and improve key performance indicators (KPIs), and escalate issues that may prevent the team from meeting service goals
Assist in developing and refining processes for calls, emails, returns, and exchanges
Provide guidance and support for technical knitting questions, pattern support, yarn comparisons, fiber characteristics, and color selection assistance
Collaborate cross-functionally with warehouse, ecommerce, and leadership teams to resolve customer-impacting issues
Support team growth and development while adapting to evolving business needs
Report on customer service metrics and trends to senior management
Qualification
Required
Expert-level knitting experience required, including strong knowledge of yarn weights, fibers, gauge, pattern construction, and substitutions
Ability to confidently assist customers with advanced knitting questions and problem-solving
Previous experience managing a customer service team (team size may be small)
Strong written and verbal communication skills with excellent attention to detail
Strong computer skills (Microsoft Office and related tools)
Ability to prioritize work, manage multiple projects, and follow tasks through to completion
Highly organized, dependable, and accountable
Comfortable motivating, coaching, and supporting team member
Solutions-oriented mindset with a genuine desire to delight customers
Ability to adapt to change and support business growth
Works well in a collaborative, team-focused environment
Preferred
Experience working with customer service platforms such as Zendesk, Gorgias, or similar systems
Experience in luxury goods, ecommerce, or specialty retail
Benefits
Health, dental, and vision insurance
Generous employee discount
Company
Wool and Company
We are a small business, providing fine quality yarns and products to knitters everywhere.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase