Customer Experience Manager

Create CX is an end-to-end customer experience agency focused on bridging digital and human experiences. The Customer Experience Manager will ensure customer support through various communication channels, manage agent training, and optimize workflows to enhance customer experience across brands.

Responsibilities:

• Spend your time ensuring our customers are supported through 1:1 meetings, slack, phone calls, etc
• Separately, you will be assisting in trainings and management of agents both onshore and offshore
• Day-to-Day Queue Management within customer Help Desk
• Proactive Improvement of CX Implementations for each brand. We are relentlessly pursuing areas to improve for our customers
• Workflow and Business Rule optimizations
• SOP Creation and Monitoring
• Optimize SLA's through team management which includes scheduling and structuring to ensure coverage of hours
• Schedule and Staffing Optimization
• Agent QA, Optimization and Coaching
• Hours Reporting
• Agent escalations
• Jump in the queue if it’s needed!

Requirements:

• Must have eComm/DTC experience
• You define self-starter. You will have a supportive team around you but we want you to be the master of your domain
• You embody CX advocate
• Get jazzed making an impact across many brands CX at once
• Has been a frontline CX Associate at an established DTC Brand
• Has been a CX Team Leader
• Has worked with and trained Offshore CX Agents (BPO/Call Center)
• Is proactive and solution-oriented
• You are always searching for the optimized solution to make things better than they were the day prior
• Your mindset is to keep things moving forward day-to-day
• There isn't any mindset for 'I'll just do this tomorrow' when you can do it today
• Wants to pickup the phone and call a teammate to find the best solution, this is collaborative lean team that wants to win
• Platforms: Google Sheets, Google Docs, Excel, Slack, Gorgias, Kustomer, Zendesk, Richpanel
• Bonus Points if you know your way around Shopify like an eComm Person
• Extra Bonus Points if you've built-out Rules, Automations in a Helpdesk