Essential Functions
- Ensuring our remote CX team is fully executing their daily responsibilities, meeting goals and objectives, and providing service in line with mnml brand standards.
- Improving key operating metrics (i.e., tickets handled, tickets solved, first-touch-resolution, quality, CSAT, NPS, adherence, occupancy, and attendance) by using a variety of tools and processes.
- Managing escalated tickets by researching and resolving complex service issues.
- Ensuring team is aware of business process changes, workload changes, updates to the Customer Experience knowledge base, and potential impacts to the customers shopping experience.
- Writing, editing, revising, and collaborating on representative facing communications, job aids, tools, and knowledge base articles.
- Leading and collaborating on special projects (i.e., system optimizations, new process rollouts, new representative experiences, new support channel rollouts) in support of the Customer Experience Department and broader mnml business.
- Development and execution of standard operating processes and procedures.
- Managing and measuring KPIs and providing impactful feedback to the team for the betterment of the customer experience.
- Creating automation to streamline processes and create memorable experiences that drive sales and customer retention.
- Analyze performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance.
- Collaborate with all other functions in the company to drive better customer outcomes.
- Innovate the ways we can better support our customers – whether through new platforms, channels or communication styles
- Represent the voice of the customer and energize our organization to support them.
- Develop the long-term strategies for how CX’s internal operations and tools can improve and how its role and value-add within the company can expand – and then implement them!
Education, Experience, & Skills
- Six (6) to eight (8) years experience in Customer Experience in the retail industry.
- Four (4) to six (6) years leading a CX team at scale (24/7 global operations, multi-channel communications, with 10+ employees).
- Expert knowledge of the innovations in the CX field and the new opportunities for CX to support broader company goals.
- A clear track-record for operating in a high-growth, startup environment demonstrating agility and adaptability.
- A passion for developing your team and building its culture.
- Bachelor’s degree in business or related field; additional relevant work experience can be substituted for an earned degree.
- Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization.
- Exceptional attention to detail and quality control.
- Ability to work both independently and as part of a team.
- Flexible thinker with the ability to make sound independent decisions.
- Ability to work with little supervision, check ego at the door, and work well with others at all levels in the organization.
- Familiarity with Shopify, Gorgias, Loop, and shipping carriers preferred.
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