Associate Manager, Customer Experience - Temporary

Boll & Branch • Summit, NJ

13d • Hybrid

About The Position

We're looking for a temporary Associate Manager of Customer Experience for maternity leave coverage on our Customer Experience team. You will help ensure our in-house agents deliver the seamless, personal, and genuinely delightful service Boll & Branch is known for. This role spans our peak holiday season, so we need someone who thrives under pressure, keeps the team grounded, and never loses sight of the customer.
This role reports to the Sr. Manager of Customer Experience.

Requirements

• 3+ years of management or leadership experience in CX or a related field
• A natural coach: someone who gives honest feedback with care and brings out the best in their team
• Proven experience handling customer escalations with grace, confidence, and creative problem-solving
• Experience managing teams through high-volume or high-pressure periods (holiday experience a plus)
• Strong Zendesk knowledge, including AI and chat features
• Proficiency in Google Suite (Slides, Sheets, Docs)
• Excellent communication and problem-solving skills
• Bachelor's degree or equivalent experience

Responsibilities

• Serve as the day-to-day coach and anchor for the agent team, keeping morale high and performance consistent, especially during the holiday rush
• Conduct regular quality checks on customer interactions, delivering timely, actionable feedback that helps agents grow
• Identify signs of burnout early and proactively support agent wellbeing through the most demanding stretch of the year
• Ensure the core team is aligned, motivated, and set up to succeed, stepping in to resolve roadblocks and keep operations running smoothly
• Foster a culture of unreasonable hospitality, encouraging creative ways to surprise and delight customers even under pressure
• Own the escalation queue: handling complex, sensitive, or high-stakes customer issues with empathy, urgency, and sound judgment
• Empower agents to de-escalate situations confidently by coaching them on when and how to involve a manager
• Use escalation patterns to identify recurring issues and work cross-functionally to address root causes
• Ensure every escalated customer leaves the interaction feeling heard, valued, and taken care of — even when the outcome is imperfect
• Oversee daily CX operations and manage agent scheduling, including seasonal and holiday staffing
• Own daily reporting and use data insights to spot trends, address gaps, and drive continuous improvement
• Provide ongoing Zendesk training and support so agents feel confident and equipped to go the extra mile
• Implement tools and processes that make every customer interaction feel effortless

Benefits

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree