The Shade Store · 20 hours ago
Customer Experience Manager
Santa Monica, CA
Full-time
Onsite
Entry, Mid Level
$60K/yr - $65K/yr
2+ years expThe Shade Store is a company that has handcrafted custom window treatments for 75 years, and they are seeking a Customer Experience Manager to join their Client Services team. The role focuses on providing exceptional customer service, resolving complex customer issues, and collaborating with cross-functional teams to ensure a positive customer experience.
E-CommerceProfessional Services
Responsibilities
Provide exceptional customer service by handling customer inquiries via phone, email, and text
Maintain a customer-centric approach, ensuring each customer feels valued and supported
Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner
De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience
Accurately document customer interactions and maintain detailed records for follow-up and reporting
Collaborate with cross-functional teams to resolve complex issues and provide timely solutions
Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines
Continuously improve product knowledge and stay up to date on company policies and procedures
Perform other duties as needed to support the customer service team and meet department goals
Qualification
Required
A minimum of 2 years' experience in a customer service role, with frequent customer interactions via phone and email
Excellent oral and written communication skills
Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines
Collaborative team player with the ability to work cross-functionally to achieve team goals
Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel
Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach
Ability to work various shift times and Saturdays depending on business needs
Preferred
Experience in luxury retail or hospitality operations
Experience in industries such as hospitality, healthcare, or airlines
Benefits
Medical Benefits
401k with Company Match
Up to $100k Life Insurance & Short-Term Disability (Employer Paid)
Legal and Pet Insurance Plans
Employee Assistance Program
Product Discount
Company
The Shade Store
We strive to make the process of ordering custom window treatments easy and affordable.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-08-09Acquired
Leadership Team
Dan Gabrielsen
Chief Financial Officer
Gregg Hurley
CDO, The Shade Store
Recent News
New Orleans CityBusiness
2025-10-09
Company data provided by crunchbase