142 applicants

Company

Havenly · 9 hours ago

Customer Experience Team Lead, Owned & Operated Brands

United States

Full-time

Remote

Mid, Senior Level

$55K/yr - $55K/yr

2+ years exp

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ConsumerE-Commerce

No H1B

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Responsibilities

Provide day-to-day management for the customer experience order support team ensuring they are successful in meeting metrics and performance objectives, including:

+ Client inquiries about returns, tracking, product requests, refunds and more

+ Handling escalated client situations

+ Providing consistent coaching and development to CX Associates

+ Monitoring and motivating daily team productivity

Support team managers in understanding KPI performance and calling out areas for improvement

Support the hiring and onboarding process for new team members

Support the development and maintenance of training programs and reference materials for all aspects of client ordering experience

Gather feedback from the team, particularly around immediate technical issues or marketing program experiences, and communicating to CX leadership and key partners

Proactively identify opportunities for process improvements leading to efficiencies in workflows across our support teams

Create and manage new processes and procedures for team efficiency and quality

Take partners with our Logistics partners to inform policy and process improvements

Upholding company and vendor policies while understanding and advocating for our clients' needs

Support the execution of strategic projects and process updates to ensure we are continually improving our customer's ordering experience

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support managementKey performance metricsTeam trainingCRM platformsEcommerce platformsProcess improvementAutonomy in ambiguity

Required

2+ years experience directly managing a customer support team that spans multiple channels - preferably in a virtual/ecommerce environment.

Proven experience of knowing what it takes to provide consistently first-class customer service to customers, remaining calm and measured even when dealing with the most demanding of individuals.

Experience owning, monitoring and reporting on key CX performance metrics.

Comfortability working across multiple CRM and ecommerce platforms.

Ability to create operational processes and train a team to operate against new policies and procedures.

Ability to operate with a high degree of autonomy in ambiguous settings and juggle multiple responsibilities at once.

Exemplify each of Havenly's cultural values in everyday interactions and encourage others to do the same.

An engaging leadership presence that comes across equally strong in person as it does in writing or through Zoom calls.